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Victoria Coulson

Head of Operations and Strategy Delivery

Victoria Joined Hudgell Solicitors in January 2021. She was previously Head of Fast Track and Head of Operations at Minster Law (Part of BHL group).

A qualified solicitors with 18 years’ experience in the legal industry, Victoria has a track record of business development in the personal injury market and experience in developing and executing transformational growth and change strategy in the legal services sector. She has an established reputation for developing and improving customer experience and enhancing employee satisfaction and engagement within firms.

Her role at Hudgells includes ensuring all key support systems are effective across the entire business; this is essential to ensure we meet the goals we have set and to build on our position as a modern, agile law firm, focused on measuring our success through one overriding measure – client satisfaction.

Expertise

At Minster Law, Victoria lead the fast-track teams for six years on their transformational journey. This included development and rolling out a new case management system allowing a single site transition, developing and rolling out a market-leading digital customer portal and more recently leading their small claims ready and integration programme. Victoria focused on building relationships with insurers in the industry in order to remove process friction and create a more collaborative approach. She was also part of the leadership team which supported Minster to achieve the Platinum Investors In People award first time round in 2019.

Prior to Minster Law, throughout her career Victoria has managed various caseloads and teams that specialise in personal injury such as EL, PL, RTA which consisted of fast track, multi-track and catastrophic injury running matters from sign up to trial. In her early career, she was rapidly promoted to partner and spent a number of years working in a Hull law firm.

Victoria has significant experience in compliance and supervision to be able to build robust control and governance frameworks. Victoria has run and managed cases with the highest value and complexities, involving wide-ranging serious injury such as complex brain injury, amputation, regional pain syndrome, spinal cord injury, serious orthopaedic injury, and serious psychological disorders. She also has experience of cases in the Court of Appeal.

In her career, she has also played an integral role in organising and streamlining department functions, as well as conducting training sessions, and initiated adequate system of internal control by creating and implementing policies and systems, procedures and controls to ensure compliance.

My View

I have a passion for transformational leadership, client care and colleague engagement. I have always focused on ensuring any business I work in can be the best it possibly can be while delivering its long-term strategy and goals. I have a passion for the use of technology to improve the customer journey but also reduce the costs to serve. I always aim to put the customer at the heart of everything I do on any transformational journey. I understand the importance of ensuring change is delivered correctly within a business and its people play a pivotal part in it to ensure it embeds.

I have a vision-driven approach to decision making, strategic planning and tactical implementation. I have a proven track record of embracing the use of technology, working to ensure firms are ready for reform and developing key relationships with insurers and business partner.

As a business we have set ourselves some ambitious, but achievable goals for the next three years and we need to invest to ensure that we have the right support around us to deliver these. We must continually challenge ourselves on what legal consumers really want and we are fully committed to developing our services to respond to the needs of our clients.

Career, qualifications, memberships and commendations

  • Qualified Solicitor since 2009
  • LLB law

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