Job Description

Team Leader

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Bristol

Lead, encourage, mentor and develop all members of the team to their maximum potential, to ensure the team meets its objectives and deliver their work standards as agreed in the client’s SLA, whist delivering commercial benefit to Keoghs. To continuously improve the quality of the team’s work.

Key Responsibilities

• Plan and distribute workload across the team, paying appropriate attention to individual team member’s current capability, to ensure the timely and profitable completion of cases.
• Ensuring that all team members have appropriate objectives and are supported to ensure they at least deliver those objectives.
• Hold team meetings at least monthly to cascade information, gather feedback and improve engagement
• Meet at least monthly with each team member to discuss performance and ensure appropriate support and development
• Provide specific client briefs, updates and implement Keoghs policies, procedures and local initiatives, including actions arising from audits, to effectively inform and engage staff to perform to the desired standards.
• Ensure compliance with benchmarks set by Keoghs and by clients whilst driving settlement and ensuring quality of delivery
• Identify and implement appropriate learning activities to ensure the achievement of appropriate authority levels and the ongoing development of all team members.
• Manage client finances, controlling team costs, to ensure that work is delivered profitably and that cash flow is maximised. Monitor and ensure that bill approval, client account balances, 10 week WIP and other financial measures are kept within target.
• Act as the first point of contact for client complaints, taking action to resolve issues as swiftly and effectively as possible, either by taking local action or by appropriately escalating through the IRF Process and notifying the relevant CAM.
• To work in conjunction with Supervisors to ensure the delivery of a quality product to clients which is in accordance with Keoghs best practices and at least meets client or internal KPI’s.
• Deliver personal caseload to required Keoghs standards and to the fulfilment of personal targets as required.
• Deliver supervision to a required Keoghs standards and to the fulfilment of personal targets.
• Complete projects and process updates in order to improve current operating practices or to address specific client issues.
• To ensure compliance with the Solicitors Code of Conduct

Working Hours
35 hours per week, Monday – Friday 9am – 5pm with 1 unpaid hour for lunch. Office location for this role is Bristol, with requirement, on occasion to Bolton.

Skills, Knowledge and Expertise

• Strong knowledge of all stages of the litigated claims handling process for Casualty claims
• To have a financial authority handling a litigated caseload unsupervised
• People orientated with a desire to help others as well as an ability to manage performance where required
• Highly developed knowledge of processes, systems and procedures
• Excellent analytical and problem solving skills
• Excellent organisation and communication skills
• Able to initiate and maintain business relationships
• Shows commercial awareness in understanding the market and industry
• Proficient in MS Office (word and excel in particular) and experience of using a Case Management system.

Desirable:
Demonstrate prior experience of;

• Successfully leading a team to deliver on outcomes in insurance/legal sector
• Successfully supervising a litigated caseload and developing individuals
• Developing others through identifying learning requirements and gaps and formulating plans to improve performance/capability

Values
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;

We are connected
We are innovative
We are dynamic
We succeed together

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

* after successfully completing probation