Type: Full Time|Permanent
Claims Team Leader
£28000 – £30000/annum
Full Time, Legal Vacancy In West Yorkshire
Brand new position has become available with our client who is expanding in their teams, now they are looking for a Claims Team Leader.
An Award-winning company who treats their staff impeccably well.
Salary £28k + DOE
Head Office based in Huddersfield
This could work for a Fee Earner/Paralegal/handler wanting team leader experience who has worked in the industry now wanting to expand and manage a team.
Ideally coming from an area where you have dealt with personal injury / employers’ liability as you would have to have the knowledge to accept and reject cases.
Team player- to jump in on the calls when times get busy.
Full-time based on 37.5 hours per week, working varying shift patterns which will encompass core and non-core operating hours, on a rota that is shared with at least 1 months’ notice.
Core operating hours will consist of a 7.5 hour working day with shift patterns varying for different start and finish times between the hours of 8am and 6.30pm Monday to Thursday and 8am and 6pm on Fridays.
Non-core operating hours will consist of a 7.5 hour working day with shift patterns varying for different start and finish times between the hours of 8am and 8pm between Monday to Friday plus x2 5.5-hour days on either a Saturday or a Sunday.
Get a day off in Lieu during the week.
The working pattern will involve a hybrid working arrangement and the potential for up to 2 days per week to be worked remotely.
All non-core operating hours shifts will be worked remotely.
* 6 weeks – 10am till 6.30pm Monday to Friday
* First 2 weeks based in office and then it will move to hybrid on 3rd week – 3 days in office, 2 days at home
* Move to 5 out 7-day shift pattern, variable shift pattern
Accuracy and attention to detail
Ability to gain the respect and enthusiastic support of the whole team
Ability to energise and enthuse the team to fulfilling all expectations consistently
Ability to 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
A flexible approach to work with the ability to adapt and plan for new and changing priorities
Effectively contribute to the delivery of the departmental objectives through the claims team achieving agreed performance targets as part of meeting the overall expectations of the Company
Effectively 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
Capable of assessing 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
Certain shifts, or at times of high customer demand, the role may involve assisting the team in the handling of new enquiry calls
Barging of live calls to provide detailed assistance to team members as required;
Objectively assess the authority levels of claim team members and their suitability for making individual assessments of new enquiries
Work with the Quality Control and Audit Lead to perform structured reviews of work carried out by members of the claim team using computerised records and call recordings to ensure that expected quality standards are being produced and identifying and acting on any issues that arise out of such reviews and where either individual or team performance is at risk
Commit to undertaking continual professional development both individually and with all members of the claims team with direct responsibility for helping to develop those working as Claims Supervisors. This will include planning and participation in regular reviews to identify, recognise and report on both your own development needs and the needs of those within the claims team
Work with the Head of Personnel to plan and deliver training to the claims team, including responsibility for training new members of staff, to ensure that call skills and technical expertise is applied consistently to all communications with customers
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
Maintaining a consistent positive message to all clients, colleagues and any other working partners that you may communicate with
Produce and circulate timely and accurate performance, activity reports and spreadsheets as directed by your line manager
Helping to develop and implement new opportunities, products and services to the claims team as part of the overall business delivery objectives
Attaining and wherever possible exceeding, all individual and team objectives as agreed with your line manager
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 line manager and/or other senior management executives within the business
Capable of learning and working with all internal IT/software systems and using your knowledge and expertise to identify area of system process improvement and efficiencies for the claims team and/or wider business and effectively communicating those ideas to your line manager
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
In conjunction with the Head of Personnel, 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
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
Be a champion for company values across the business, ensuring that the claims team always understand and display our values in their daily conduct
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 and Assistant 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
Candidate Qualifications & Experience:
Should be currently working in the legal services industry and have an in-depth knowledge of the claims industry
Previous call handling experience and supervising/managing others, including coaching and mentoring in a telephone-based customer services team within 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
Competitive starting salary
Private healthcare will help you with the cost of visiting your dentist, optician, physiotherapist and other wellbeing costs.
Access to interest free travel loans- the interest free loans will help you spread the cost of travel over 12 monthly payments
Pension scheme- you’ll be automatically enrolled into the workplace pension scheme
Perkbox exclusive discount scheme
Annual leave commences at 22 days plus bank holidays – buy and sell holidays
Loyalty reward with additional leave for length of service – up to a maximum of 25 days per annum
Birthday leave – an extra paid day off on your birthday each year
Staff social club with regular social events through the year
Refer a friend
This is a fabulous role for someone with the key qualities they are looking for, don’t delay- apply today.
This vacancy is being advertised on behalf of Juice Personnel who is operating as an employment agency.
Please note: As Juice Personnel are a reputable recruitment agency; we do not submit your CV to the end client until you have met with us.
Your application will be sent to one of our consultants for review, at which stage we will be in touch to discuss your details further. If you do not hear from us within 48 hours your application has not been successful
Updated 26-01-2023 22:12