Quality and Training Manager

Why join us?

Join DWF, a global legal business with a reputation for delivering outstanding client service, as a Quality and Training Manager supporting our Fraud, Credit Hire and Motor teams.

We are seeking a skilled and proactive Quality and Training Manager to play a pivotal role in driving service excellence across our Motor Volume teams. Based in either Liverpool or Manchester, this role will support quality assurance, training delivery, and process improvement across multiple departments, helping us uphold the high standards our clients expect.

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 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 litigation, with a particular focus on fraud, credit hire or motor claims.
• Excellent technical drafting skills.
• Ability to translate findings into effective training content and materials.
• Comfortable analysing and presenting statistical data.

Desirable

• Previous supervisory experience is advantageous.

What we offer?

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF.

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 the role or others across the wider team.

About us

DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and communities and we foster a culture that places our colleagues at the centre of all that we do.