Job Description

Operational Support Assistant

Department: Legal

Employment Type: Permanent - Full Time

Location: Birmingham

Description

The Legacy team of Keoghs is seeking an Operational Support Assistant to assist with the internal management of this team, working alongside the Business Unit Director/Deputy Business Unit Director for the team, enabling it to be a highly effective and profitable business unit.

This role will may cover some Operational Support Assistant duties for the Abuse team as may from time to time be necessary for the effective and profitable running of that business unit which will be holiday cover and will typically be limited to support required for BUD that cannot be delayed.

Key Responsibilities

Supporting the Business Unit Director/Deputy Business Unit Director, the role will include:

• New starter set up in Tracker and internal distribution lists for operational teams;
• Internal people change requests;
• Maintaining internal systems with holidays requests, absences & other allowed time dispensation

Use of Power BI to complete internal MI requests.

• Provision of monthly/quarterly performance statistics for Lead lawyers/key stakeholders (if required)
• Collection of internal MI for new instructions and transferred files
• Diary management for Business Unit Director/Deputy Business Unit Director as well as arranging ad hoc internal meetings/training sessions
• Diary and meeting management for other key stakeholders in the operational teams
• Dealing with expenses requests (when requested by key stakeholders)
• Oversight/gatekeeping of the Legacy New Instruction inbox, ensuring new instructions are opened/allocated within SLAs, promptly escalating to BUD/DBUD where necessary
• Preparation of client MI reports as required for monthly distribution to client

Supporting the Business Unit Director to ensure that both internal and external MI is accurate:

• Ensuring caseloads are kept clear of settled files by prompting lawyers to complete the dispute resolution task where this has been missed
• Completing ad-hoc MI related or similar tasks to meet client or internal requirements;
• Collecting details of recoveries across household, commercial and motor on a monthly basis
• Collating missing and specialist MI (at principle, secondary and description work type levels) for monthly contractual reports together with liaising with lawyers (who remain responsible for completion of the MI) in respect of any missing or anomalous entries to ensure completion is timely and accurate
• Preparation of specialist adhoc MI where required

Working Hours

35 hours per week. Flexible working will be considered. Monday – Friday 9am – 5pm with 1 unpaid hour for lunch.

Skills, Knowledge & Expertise

• Minimum education standard of 5 GCSEs grades 5 or above or A-C or equivalent other qualification/experience
• Able to use Excel, Office 365 documents (prior use of a Case Management system would be desirable)
• Good telephone and communication skills with people at all levels inside and outside the business
• An ability to organise and prioritise tasks using initiative
• Calm under pressure with the ability to re-prioritise when required
• An ability to maintain attention to detail when dealing with repetitive tasks
• Self-confidence with good literacy and IT skills
• Good team worker with the flexibility to do what is required
• Ability to work effectively within the Keoghs Values framework

Required Soft Skills:

Personal Effectiveness

• Team Commitment - Values others perspective & builds effective working relationships
• Resilience- Demonstrates self-control; responds effectively to feedback to improve performance
• Passion for Growth and Improvement- Systematically improves performance & shares knowledge in order to drive improvement
• Embracing Change- Responds positively to change & is able to identify/suggest better ways of working

Business Focus

• Client Care- Works to add value for the team
• Decision Making - is able to prioritise & decide upon the most effective level of service deliver
• Commercial Insight - Considers and understands commercial implications

Job Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• 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 – after 1 years’ service
• Pension Contribution based 5% Employee / 3% Employer
• 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

*after successfully completing probation