The Claims Handling Department 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.
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.
The role
As a Scheme Manager you will have the opportunity to join a growing
team that handles claims made against professionals on an outsourced
basis. 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 work closely with other Scheme Managers providing support
where required. 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.
In addition, you can expect to:
Be responsible for 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.
Create a high performing team, through supervision and mentoring
of direct reports.
Proactively manage the team's files to comply with Service Level
Agreements and Key Performance Indicators.
Ensure quality and integrity of MI captured within the case
management system.
Maintain reporting across an account and liaise with internal
administration to deliver reports to Insurers as required.
Deliver technical training, coaching and support as appropriate to
members of the team and wider department.
Identify trends and escalate risk information to the Head of
Claims and insurers where appropriate.
Build and maintain effective working relationships with all
customers and suppliers to ensure defined service levels and
expectations are met and exceeded.
Ensure accurate and consistent operation of the Delegated
Authority given by Insurer Clients.
Ensure that quality assurance standards are achieved, and
procedures are adhered to by carrying out regular audits of team members.
Prepare for and chair periodic meetings with key stakeholders.
Knowledge, skills and experience
A specialism in claims with technical knowledge and expertise.
An in-depth working knowledge and up to date understanding of the
relevant laws, policies, procedures, and practices.
Recognised as a technical expert in the team, proactively
developing and maintaining subject matter expertise which brings
value to the department.
Previous line management experience as a team leader or similar,
with the ability to manage team performance and resourcing needs,
coaching, and developing people to achieve their full potential.
Able to develop deep client relationships and adopt a
client-centric approach.
Able to build internal relationships and understand the expertise
across the firm so as to help deliver an excellent client service.
Demonstrate a commercial, committed, and proactive approach,
including responding in a timely manner to meet clients' needs and deadlines.
Proactively evaluate and improve processes, procedures, and policies.
Committed to being part of a supportive, inclusive, and
collaborative firm culture.
Diversity, equity, inclusion and belonging
We are problem solvers. Whether in front of clients or behind the
scenes. To solve problems creatively for clients, we need diverse
collaborative thinking; drawing on different experiences, backgrounds
and perspectives. That means that everyone who either applies to, or
works for, the firm is treated equitably. Webelieve in removing
barriers to equal access not least because our people define us and
define what we do. If you need support and adjustments to do your best
work, whether that's during the recruitment process or throughout your
time at RPC, we're here to help.
Flexible working that supports your commitments outside of work is an
important part of our culture and, where possible, we will support
this across all roles. Please get in touch with our recruitment team
if you have any questions about our hybrid working approach or
flexible working policy.
