Team Leader

Team Leader – Outsourced

Birmingham

Hybrid – 1 day a week on site

Contract Type – Permanent

About HF

People. Not just lawyers

We’re not your typical law firm – we’re people with a passion for helping our clients and each other achieve the best possible outcomes. We are leading legal advisers to the insurance and commercial sectors across the UK & Ireland, known for our innovation, client focus, and long-lasting relationships. We do things differently, with a forward-thinking approach built around our clients’ needs, supported by cutting-edge technology and a culture built around people from a wide range of backgrounds who are taking an equally wide range of routes to building their careers in law.

About the team

The Outsourced Solutions team delivers high-quality claims handling and operational support services to a range of clients. Working in a fast-paced and collaborative environment, the team focuses on providing exceptional client service, maintaining operational excellence, and achieving key business performance objectives. This is an exciting opportunity to lead a talented team, shape service delivery, and play a key role in driving continued growth and success.

What you’ll be doing

• Lead, inspire and motivate a team to deliver outstanding service to clients while achieving operational and financial targets.
• Take full responsibility for team leadership, employee engagement, performance management and continuous improvement initiatives.
• Act as the technical lead within the team, ensuring high-quality decision making, compliance with supervision procedures and excellent technical performance.
• Drive delivery of operational KPIs, including revenue, productivity and service performance metrics.
• Ensure consistent and timely billing processes to support revenue delivery targets.
• Manage service delivery for allocated clients, ensuring service level agreements (SLAs), response times and escalation processes are met.
• Oversee the end-to-end claims handling process, driving efficiency, consistency and effective use of technology.
• Analyse management information and performance data, producing accurate reporting and identifying opportunities for improvement.
• Identify training and development needs through supervision, coaching, quality control and performance reviews.
• Lead and contribute to operational projects involving IT changes, training initiatives and people processes.
• Support client relationship activities, including tenders, events and business development initiatives.
• Conduct file reviews and audits to ensure effective case management and high-quality work standards.
• Coordinate team resource planning and arrange cover during team absences.

What do I need?

• Previous experience leading or managing a team, with the ability to coach, motivate and develop colleagues.
• Experience working within a legal services environment is preferred.
• Qualified Solicitor or equivalent qualification is beneficial but not essential.
• Strong leadership skills with the confidence to make decisions and drive performance improvements.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with clients and colleagues.
• Strong analytical skills with experience interpreting management information and performance data.
• Excellent IT skills, particularly Microsoft Office applications.
• Exceptional attention to detail and commitment to quality and accuracy.
• A client-focused mindset with a commitment to delivering outstanding service.
• A collaborative, team-oriented approach with a flexible and proactive attitude.
• Ability to manage multiple priorities, work under pressure and meet deadlines.
• Strong organisational skills with the ability to work independently when required.

What’s in it for you?

Apart from the competitive salary you’d expect, our package of benefits reflects our values of partnership, innovation, and being real people. We’re committed to creating a dynamic workplace where everyone feels supported, empowered, and part of our success.

You’ll enjoy:

• 25 days’ annual leave (rising to 30 with service) + Holiday Buy Scheme
• Life Insurance & Income Protection
• Private Medical Insurance & Healthcare Cash Plan
• Employee Assistance Programme & Digital GP services
• Pension Scheme
• Electric Car Scheme
• Enhanced Maternity, Paternity & Adoption Leave
• Hybrid & Flexible Working Options
• Discounted Gym Membership & Employee Discount Hub
• Flu & Eyecare Vouchers – and more!

What next?

If HF sounds like a place where you could belong, we'd love to learn more about you!

Submit your CV here and we’ll be in touch if we have any opportunities that match your experience and interests. If we don’t have something right now, we’ll keep your details on file and may reach out in the future as part of our talent pipeline.