DWF
Quality and Training Manager
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Why join us?
Join our multi-award-winning Fraud, Credit Hire and Motor Practice area at DWF, renowned for its innovative approach to legal services. Here, you’ll thrive in a dynamic, aspirational culture built on collaboration, clear career progression, and partnerships with a blue-chip client base.
As a values-driven business, we’re committed to providing exceptional support, empowering you to grow and succeed.
Are you an experienced fee earner or operations management professional ready to take the next step in your career? This is an exciting opportunity to move into a role where you can shape service quality, influence best practice, and support the development of colleagues across our Motor Volume teams.
As a Quality and Training Manager, based in either Liverpool or Manchester, you will:
- Play a key role in driving continuous improvement
- Deliver engaging training programmes
- Promote high-quality client service across multiple departments
You'll work closely with experienced legal professionals in a collaborative environment that values innovation, excellence, and career progression, giving you the opportunity to make a meaningful impact on both team performance and client outcomes.
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Responsibilities
- Support Complaints Partners in reviewing complaint files and drafting responses; monitor outcomes through to closure.
- Track and present common complaint themes during monthly team meetings and as needed in ad hoc sessions.
- Assist in the review and reporting of negligence matters, identifying patterns, and presenting findings in relevant forums.
- Conduct spot, and client, plus SLA compliance audits of files across teams, collating themes and insights to share with leadership.
- Proactively identify risk areas within teams and highlight opportunities for process enhancement and client service improvement.
- Identify knowledge gaps and areas for training across Motor Volume and wider Practice Group; work with our PSL team to develop and deliver targeted training sessions.
- Maintain and report on quality statistics, tracking trends and providing data-driven insights related to incoming instructions.
What will help you succeed in this role?
Essential
- Strong background in operations management with a particular focus on fraud, credit hire or motor claims.
- Excellent communication skills.
- Ability to translate findings into effective training content and materials.
- Comfortable analysing and presenting statistical data.
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Desirable
- Previous supervisory experience is advantageous.
What we offer?
We are an equal opportunities employer that celebrates diversity, and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you're excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for this role or others across the wider team.
Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.
About us
DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.
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