Reporting to the Partner/Legal Director, the Team Leader will have
day to day supervisory responsibility for a team of Case Handlers in
the Volume Motor department while also retaining a small caseload of
litigated files. Previous experience working in a similar role is required.
The purpose of this role is to lead, motivate and develop a team of
Case Handlers. The jobholder will report on team performance and
provide feedback, identifying improvement areas and helping to develop
a culture of continuous improvement. Working with the team's
Partner/Legal Director, they will be responsible for maintaining a
profitable, smooth-running, and efficient team.
Key Responsibilities
People Management
Develop a high-performance culture within your team through
motivation, support, and performance management, in order to achieve
operational objectives and improve overall employee engagement.
Identify and put in place the appropriate solutions to aid
development and drive improvements.
Participate in the recruitment and selection process for new team members.
Ensure the smooth induction of new starters, confirming awareness
and understanding of HR, department and client specific policies,
procedures, and information.
Manage the individual performance of Casehandlers including
regular progress meetings and Career Conversations.
Act as a coach to develop the team to the highest standards.
Identify appropriate training to support personal development
through feedback, performance management and continued assessment of
training needs.
Manage your team with a focus on service delivery and excellence;
resolve issues relating to workflow, resource availability, working
relationships, service delivery and HR matters.
Providing pastoral care and wellbeing support for your team.
Technical Management
The role involves triaging and allocating cases and monitoring
caseloads regularly, ensuring where possible that each Casehandler
has the optimum number and type of cases at all times.
Complete client file reviews to monitor adherence to SLA's and
internal performance standards, on a quarterly and ad hoc basis.
Review provide guidance on and approve case strategies.
Manage the team's monthly MI and billing submissions, ensuring
they are accurate and on time.
Lead and motivate your team to ensure the firm achieves compliance
to client audit requirements and to ensure we are performing well
compared to the rest of the client's legal panel
Maintain a small caseload of your own more complex/higher value
files to the highest standards and meet or exceed your personal
financial targets.
Personal Effectiveness
Develop effective working relationships with senior management,
other Motor Team Leads, the Business Services teams and all levels
of staff to support the wider group. Ensure that feedback is
delivered in a constructive manner and that improvement
opportunities are robustly investigated and shared to ensure the
most appropriate remedies and improvements are implemented.
Fully engage with team project work and initiatives to assist in
the delivery of continuous improvement to the Volume Motor
department, to include but not limited to, recommending improvement
plans, designing, and delivering training and tracking the
effectiveness of improvements.
Ensure you have up to date knowledge of and share business
communications effectively with your team through chairing regular
team meetings or briefing sessions.
Keep abreast of issues, anticipate changes in demand/regulatory
changes and effect timely interventions to address the changes,
working with senior management to introduce these into the department.
Identify your teams, as well as your own, training needs and
development areas and facilitate the required training for your team
where appropriate.
Quality of Service
Drive the delivery of exceptional client service, quality and
consistency across team members and ensure processes are developed
positively, with best practice shared across the department and
other department colleagues.
Ensure full compliance by the team of our policies and procedures
(e.g. Compliance, ISO, Finance), engaging with central teams where appropriate.
Actively support and be a champion for department/firm
initiatives, engaging with central teams where appropriate and
driving implementation of changes.
Participate in department projects, adopting common project
methodologies from initiation to completion and ensuring business
requirements, objectives and anticipated benefits are understood and achieved.
Any other duties as required, commensurate with the level of the post
Client and Business
Take part in a range of promotional activities including internal
and external seminars, case clinics, adhoc advice requests from
clients etc
Use an understanding of a client's commercial issues to identify
areas where the firm can help
Initiate ideas for presentations/articles to clients and
implements them with business development
Technical Excellence
Litigation experience in RTA, preferably with some
supervision/mentoring experience
Expert knowledge in credit hire
Strong liability experience, ability to make a decision early on
with regard for economics and treating customer fairly
Experience of dealing with strict SLAs and quality assurance requirements
Detailed knowledge of fast track, small claims track, stage 3 and
portal stayed claims
Costs knowledge and experience
Strong organisation skills and ability to multitask
Ability to respond effectively to client's demands on performance
and MI
Experience of MS Office, Case management systems, 3E (preferable)
Our Values
Our values are the principles that
guide the decisions we make, unite us in our endeavours and
strengthen our delivery, for our clients and our firm. We:
Work as one
We are a globally connected team of talented people
who act with a firm-first mentality to achieve success
Excel with clients
We aim high and challenge ourselves to deliver
unique excellence for our clients, keeping them at the centre of
everything we do
Celebrate difference
We help each other to be at our best and believe our
differences result in greater achievement
Act boldly We
seek new opportunities, take action and learn as we go, recognising
that curiosity drives our development and contributes to growth
What We Offer
We are always looking to recognise and
reward our people for the work they do. Here are just a few of the
benefits you will have access to, as part of our team
