Claims Team Leader
£30,000 - £40,000 per annum + Excellent Benefits Package
Your New Employer:
Established for over 12 years, your new employer is one of the UK's largest multi-award winning independent law firms who represent many recognised UK legal firms and also many Legal 500 firms and Chambers & Partners.
Reporting directly in to the Head of Claims you will be responsible for assisting in all aspects of the team's performance imparting your knowledge and experience of personal injury claims and enquiries. You will demonstrate your technical capabilities in assessing and validating enquiries.
Key Duties and Responsibilities of the Claims Team Leader:
*Contribute to the delivery of the departmental objectives through the claims team achieving agreed performance targets to meet the overall expectations of the Company;
*Plan manage, control, prioritise and communicate both your own workload and that of those individuals within the claims team to perform the expectations of your role, contributing to the successful delivery of the strategic department plan;
*Assess all new claims enquiries in a live environment to assist team members giving consideration to all relevant case issues applicable to accepting or rejecting a new enquiry;
*At times of high customer demand the role may involve assisting the team in the handling of new enquiry calls;
*Call listening to live calls to provide detailed assistance to team members as required;
*Objectively assess the authority levels of claim team members;
*Work with the Quality Control and Audit Lead to perform structured reviews of work carried out by members of the claim team in line with quality assurance and standards and acting to avoid any issues or risk;
*Undertake continual professional development both individually and with all members of the claims team to include undertaking reviews and ADR's and working with HR to plan and deliver training;
*Assessing probation performance and providing all supporting documentation to the Head of Claims with a recommendation to pass or fail an individual's probation period;
*Manage and monitor KPI's and performance;
*Helping to develop and implement new opportunities, products and services to the claims team as part of the overall business delivery objectives;
*Ongoing review of current working practices within the team to identify all opportunities to improve performance, efficiency and cost benefits within the department and presenting all proposals to your peers;
*Pick up internal IT/software systems and using your knowledge and expertise to identify area of system process improvement and efficiencies and effectively communicating these ideas;
*Assist with recruitment within the team including interviewing and induction of new starters;
*Attend and contribute to meetings and/or audits with clients, business partners or other suppliers as required;
*Alongside HR establish, build and maintain an effective system for ensuring that all relevant staff training and reviews are in place and are regularly and routinely conducted to identify areas for development through individual development plans;
*Prepare employee engagement plans, team briefings and team meeting on both a regular and an as needs basis;
*Be a process champion, apply your knowledge and experience of the legal services industry to make quick, accurate and confident decisions within the team and for those team members requiring guidance;
*Lead by example to inspire and motivate the claims team whilst ensuring that the general welfare and needs of the team are reasonably considered at all times to deliver a friendly and enjoyable environment and atmosphere for the team;
*Dealing with staff issues and taking responsibility for the team as a whole. Conduct meetings to resolve issues a necessary;
*Record, report, and where necessary escalate to the Head of Claims, on all unplanned absence and punctuality issues that may arise within the claims team;
*Assume the role and responsibilities of the Head of Claims in their absence
*Review all plans for overtime as presented by the Claims Supervisor;
*Acknowledge and respond to correspondence from designated business partners in accordance with established processes and procedures.
Skills of the Claims Team Leader:
*Accuracy and attention to detail
*Ability to gain the respect and enthusiastic support of the whole team
*Energise and enthuse the team to consistently fulfil KPI's and expectations
*Promote a high level of co-operation between all team members ensuring team members are provided with all the tools necessary to fulfil their own personal and the Companies ambitions
*Demonstrate a flexible and consistent approach to work with the ability to adapt and plan for new and changing priorities.
Required Experience of the Claims Team Leader:
*Currently or very recently working in the legal services industry and have an in depth knowledge of the claims industry.
*Able to demonstrate a background of call handling experience and supervising / managing a telephone based customer services team in a legal and target driven environment.
*Experience of delivering agreed values and objectives
*Technically competent in assessing new client enquiries to ensure that they are processed correctly.
*Familiar with the role and regulations of an authorised Claims Management Company.
*Familiar with leading teams in a remote working environment.
This is a full time role operating on a 5 week rotating shift pattern.
Core office hours (37.5 across M-F 08.00-18.30)and non-core hours from home (4 x 6 hr working days across M-F between 08.00- 20.00 and 1 x 7.5 hr working day on the weekend.
CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.
How to apply