We have an opportunity for a Scheme Manager to join a growing team
that handles claims made against professionals on an outsourced basis.
The team handles claims on behalf of leading insurers, acting under
delegated authority levels for pre-litigated matters from first
notification of loss to resolution.
The team provides significant value to the wider RPC law firm as an
internal client through the provision of referral instructions to act
as panel solicitors and is an important aspect of the firm's insurance
business and future strategy.
Working with the Head of Claims and other team members, you will be
responsible for the line management of a team of Claims Handlers,
Senior Claims Handlers and Technical Claims Handlers managing
resources and capacity. You will also be responsible for compliance
with service levels, data accuracy and quality. You will oversee the
day-to-day relationship on particular accounts with clients and
internal/external stakeholders. The role requires excellent client
relationship management skills alongside the ability to manage and
coach a dynamic team. Customer service skills are crucial in order to
deliver excellence in respect of the claims experience to insureds and brokers.
You will work closely with other Scheme Managers providing 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 and/or insurance 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.
Supervision and mentoring of direct reports in order to create a
high performing team.
Proactively manage the team's files to comply with Service Level
Agreements and Key Performance Indicators.
Ensuring quality and integrity of MI captured within the case
management system.
Maintaining 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 members of the team and wider department.
Ensuring consistency and excellent customer service at all times.
Identifying, understanding and then delivering upon client needs.
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 and
expectations are met and exceeded.
Ensuring accurate and consistent operation of the Delegated
Authority given by Insurer Clients.
Ensuring that quality assurance standards are achieved, and
procedures are adhered to by carrying out regular audits of team members.
Preparing for and chairing periodic meetings with key stakeholder.
The team is based in RPC's Bristol office at Bridgewater House. This
role will be based in Bristol, and travel to the London office, may be
required from time to time.
Knowledge, skills and experience
Required:
Law degree or working towards ACII, CILEx or equivalent legal
qualification; alternatively, significant experience in claims with
technical knowledge and expertise.
Excellent communication skills, both orally and in
writing, and an understanding of how to provide excellent customer service
Demonstrable experience of relationship management (internal and external).
Ability to prioritise effectively and adapt plans
accordingly, consistently producing high quality work even when
meeting tight timescales.
Organised and efficient, able to work on own
initiative and as part of a team.
Previous line management experience as a team leader
or similar and the ability to motivate self and others.
Ability to deal with difficult or demanding
situations and clients.
Good knowledge and confident use of Microsoft office (including
Excel, Word, PowerPoint and Outlook).
Advantageous:
A good working knowledge of law firm operations and
pressures; understanding the need for efficient, timely,
cost-effective support
Previous experience of working with a case management system.
Comprehensive technical claims knowledge and experience.
Experience of dealing with professional indemnity and/or
management liability policies or experience of working within the
insurance industry.
Sound understanding of relevant legislative and legal frameworks
and the importance of compliance.
