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Head of Consumer Operations - DLG Legal Services

  • Job
    Full-time
    Senior & Expert Level
  • Legal
    People, HR & Administration
  • Bristol

AI generated summary

  • You should be a qualified solicitor or legal executive with experience in leading litigation teams, managing operations, and handling various legal claims, including Employment and Clinical Negligence.
  • You will lead the Consumer Services team, ensure high performance, manage operations, improve financial performance, and collaborate on strategic direction while meeting client expectations.

Requirements

  • Legal Qualification – Solicitor or Fellow of Chartered Legal Executives preferred.
  • Recent practical experience of leading legal litigation teams delivering optimised performance and strategic direction.
  • Legal Operational Management experience, to include people, process and financial management.
  • Experience in leading teams handling pre and post -litigation claims in Employment disputes, Contract, Property/Home Rights, Clinical Negligence, Motor Prosecution Defence, Inheritance/Probate.
  • Recent practical experience of leading a Legal Advice Line/Contact Centre.
  • Operational Legal Advice Line experience.

Responsibilities

  • You will manage and lead the DLG Legal Services Consumer Services department though a culture of high performance.
  • The Consumer Services department provides Legal Services to DLG customers who have the benefit of a Family Legal Protection Policy.
  • Services available include a legal advice line together with specialist legal teams dealing with employment law, contract law, property law and inheritance claims.
  • Working collaboratively with stakeholders across Legal Services and the wider Group and contribute to the strategic direction of the business by working closely with the Head of Legal Services, deputising where appropriate.
  • Strategic Direction
  • Business Delivery and Financial Performance
  • Meeting client expectations
  • Ensure people are managed proactively in the business
  • Operational Effectiveness and Control

FAQs

What is the primary purpose of the Head of Consumer Operations role?

The primary purpose of the Head of Consumer Operations role is to help create accessible, inclusive legal services while ensuring optimal customer outcomes and driving commercial value through continuous improvement.

What team will the Head of Consumer Operations lead?

The Head of Consumer Operations will lead a team of lawyers, paralegals, and support staff within the DLG Legal Services Consumer Services department.

What kind of experience is required for this position?

The position requires recent practical experience in leading legal litigation teams, legal operational management, and experience handling pre and post-litigation claims in various legal areas such as employment disputes and inheritance/probate.

Where is the Head of Consumer Operations position located?

The position can be based in either the Bristol (BS1 6JX) or Leeds (LS1 4AZ) office.

What benefits are offered for the Head of Consumer Operations role?

Core benefits include an annual performance bonus, a generous leave allowance, private pension contribution, private medical insurance, life insurance, and discounts on home, motor, and pet insurance.

Who does the Head of Consumer Operations report to?

The Head of Consumer Operations reports to the Head of DLG Legal Services and is part of the Senior Leadership Team.

Is a legal qualification necessary for this role?

Yes, a legal qualification such as being a Solicitor or Fellow of Chartered Legal Executives is preferred.

What type of working model is offered for this role?

The role offers a hybrid working model, combining the best parts of home and office working.

A force for good

Finance
Industry
10,001+
Employees

Mission & Purpose

A world where insurance is personal, inclusive and a force for good: that’s our vision. And it’s well within reach. We’ve been helping people carry on with their lives since the 80s, giving them the peace of mind they need to focus on the future. After 40 years of innovation, we’re still leading the way today. Our business is full of brilliant individuals working together to reimagine insurance. Together, we’re one of a kind. Our brands We’re home to variety and expertise on a huge scale. Strong values, distinctive qualities, and great people. That’s the secret to building some of the nation’s best-known brands. Direct Line Churchill Privilege Green Flag NIG Darwin DLG Legal Services DLG Auto Services DLG Partnerships Collectively we help every business within our group aim higher. Standing shoulder-to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here. See your opportunity to start a career that’s varied, distinct and exciting.