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Job Title Senior Claims Handler
Position Full Time - Permanent
Role Other Legal
Location Bristol
Practice Area/Department Professional Risks

RPC is a modern, progressive and commercially-oriented City legal services business. From our offices in the UK, Hong Kong and Singapore we provide advice to both UK and international clients.

What we do
Our practice spans a wide range of industry sectors and is broadly split into two discrete areas: insurance and corporates. Working on both contentious and non-contentious matters, our clients range from large multinationals to growth UK corporate firms and other professional practices, and include many household names .

Why we're different
We have a confident, accessible and enterprising approach that sets performance, service and value at the top of the agenda. Our goal is to do the usual things unusually well, make the complex simple and help our clients build better, stronger businesses. Our success is built on the level of service we give to clients - delivering what they want, on time and in an easily accessible manner.

How we work
We're friendly and approachable, yet we're not afraid to give tough advice and few are more tenacious when it comes to securing the results you need. We ask questions that get straight to the point and listen because we're genuinely interested in our clients and their businesses. We understand how our clients work, the pressures they face, and the ambitions they have. And, of course, we love our work.

Where we work
We act for a large number of international clients with interests throughout the world. We have offices in both the UK and Asia and, as a founder-member of TerraLex - one of the world's largest legal networks ­­- we have strong links with law firms in over 100 jurisdictions allowing us to offer a seamless service to our clients across the globe.#

Role overview
The Claims Handling team adjusts claims made against professionals on behalf of leading insurers, acting under delegated authority levels for pre-litigated matters from first notification of loss to resolution. The claims are varied, arising out of every aspect of a professional's practice, and as such they require a rigorous and accurate assessment of cover, liability and quantum. The team continues to manage claims that fall outside of the delegated authority as an agent of the insurer, reviewing and managing panel appointment and reporting. The role demands the ability to understand and deliver service to insurers' requirements and provide support to the relationship management of the client for the firm as a whole.

Working with the Head of Claims and other team members, you will be responsible for the line management of a team of claims handlers, managing resources and capacity, responsible for compliance with service levels, data accuracy and quality. In addition, you will be responsible for the day to day relationship on particular accounts with clients and stakeholders. The role requires excellent client relationship management skills alongside the ability to manage a dynamic team. Customer service skill is crucial, in order to deliver excellence in respect of the claims experience to insureds and brokers.

You will work closely with other Senior Claims Handlers providing management, supervision, training and support where required. Collaboration with the team and with clients is essential, applying coaching, training and mentoring skills that will develop team members to the best of their ability. Collectively, you will be responsible for building and shaping the team for the future, embedding principles of excellence in customer service and establishing the culture, values and behaviours that make for an attractive and varied legal career.

Key responsibilities

Day to day duties are likely to include:

  • Client relationship management, including being a point of contact for general queries arising for clients on the accounts to which you are assigned, delivering feedback and consistently aiming towards an established and collaborative working relationship with insurer clients.
  • Line management, supervision, mentoring and training of team members.
  • Responsible for the proactive management of the team's files including compliance with external client's Service Level Agreements and Key Performance Indicators.
  • Responsible for quality and integrity of the reporting across an account and liaising with internal administration to deliver reports to Insurers as required.
  • Delivering technical training, coaching and support as appropriate to the Claims Handlers.
  • Ensuring consistency and excellent customer service at all times.
  • Identifying trends and escalating risk information to the Head of Claims and insurers where appropriate.
  • Building and maintaining effective working relationships with all customers and suppliers to ensure defined service levels are met and exceeded.
  • Ensuring that quality assurance standards are achieved and procedures are adhered to.

The team is based in RPC's Bristol office at Temple Circus. This role will be based in Bristol, and travel to the London office, may be required from time to time.

Additional Documents
Senior Claims Handler - Job Description
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