Team Leader

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Liverpool

Description

Key Responsibilities

• Responsibility to develop all handlers to achieve a financial authorities within agreed timescales
• Managing individual and team performance against KPIs and SLAs, formulating plans where improvements needed
• Completing supervision in line with each individual’s competency matrix, providing timely coaching and identifying training needs to aid individual development, and maintaining accurate development records
• Assist the BUD with key client auditing activity as required, completing in line with agreed deadlines 
• Manage individuals on performance improvement plans where there are performance issues 
• Provide continual feedback on development areas to the BUD with recommendation for improvement.
• Monitoring the caseload/workload of agreed team members including allocation of files and tasks. 
• Providing an environment where team members feel motivated and promoting a team working culture
• Driving continuous improvement within the team, including conducting audits as required by administrative policies and procedures, giving feedback to team members and drafting and implementing improvement plans
• Monitoring and managing financial processes (including client account, office account and WiP) to ensure actions taken in line with SRA guidelines and timescales)
• Managing team members according to the firms policies and ensuring that HR procedures are followed such as appraisals, discipline and grievances
• Checking incoming and outgoing post as required by administrative policies and procedures
• Preparing for and conducting Team and 1 to 1 meetings, including disseminating information from the BUD or Departmental Meetings. 
• To ensure compliance with the SRA Code of Conduct 2011

Skills, Knowledge and Expertise

• Technically competent in EL/PL claims and litigation is essential.
• Ability to nurture and encourage team members to give of their best
• Knowledge of recent changes in Court processes
• Knowledge of SRA and ISO guidelines
• Excellent communication and interpersonal skills across all levels.
• Ability to plan, prioritise and focus on achieving targets and objectives
• Positive, confident and enthusiastic
• Good client care skills and evidence of working to client guidelines 
• Ability to win the trust and confidence of others
• Ability to anticipate problems and identify solutions
• Driven to achieve goals
• Excellent listening and verbal communication skills
• Ability to influence others
• Ability to remain calm under pressure
• Ability to take constructive feedback and set personal goals for continuous improvement
• Ability to remain fair and objective at all times

Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• Family Cover Private Medical Insurance (Bupa)
• Simply Health Care Cash Plan
• WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
• Death in Service
• Critical Illness Cover
• PHI/Income Protection (Private health insurance)
• Pension Contribution based 5% Employee / 3% Employer
• Employee Resource Groups
• Employee Volunteering Programme
• Cycle to Work Scheme*
• Tech Scheme*
• Season Ticket Loan*
• Gym Flex*
• Access to Online Discount Sites
• Discounted Gourmet Society Membership
• Discounted Tickets for Merlin Attractions nationwide
• Discounts at local retail outlets