Minster Law
Portal Team Leader
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Reporting To: Operations Manager
Department: Legal Operations / Personal Injury Claims
Level: Team Leader
Job Purpose
The Portal Team Leader is responsible for leading a team of Fee Earners and Administrative colleagues managing Road Traffic Accident (RTA) personal injury claims through the OIC or MOJ Portal process.
The role combines operational leadership, technical supervision and people development to ensure the delivery of excellent client outcomes, regulatory compliance and commercial performance. Working within a fast-paced legal claims environment, the Portal Team Leader will drive claims excellence, customer satisfaction and colleague engagement whilst maintaining high standards of quality, productivity and risk management.
The Team Leader will play a key role in embedding best practice, supporting business change and fostering a high-performing culture focused on achieving exceptional outcomes for clients and the business.
Key Responsibilities
Team Leadership and Performance
- Lead, motivate and develop a team of Fee Earners and Administrative colleagues to achieve operational and business objectives.
- Create a high-performance culture through effective coaching, mentoring and performance management.
- Conduct regular one-to-one meetings, coaching sessions and development reviews.
- Support colleagues through change, promoting engagement, accountability and continuous improvement.
- Identify talent and create development plans to improve capability, performance and career progression.
Claims and Technical Supervision
- Provide expert technical guidance on litigated and non-litigated personal injury claims.
- Ensure claims are progressed efficiently, accurately and in accordance with MOJ Portal requirements.
- Support effective case strategy, liability assessment, valuation and settlement opportunities.
- Maintain technical oversight of claims handling activity to ensure quality standards are met.
- Assist with the implementation of legal updates, procedural changes and best practice guidance.
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Operational Delivery
- Deliver agreed Service Level Agreements, productivity targets and Key Performance Indicators.
- Monitor management information and operational performance data to identify trends, risks and opportunities.
- Ensure workloads are effectively managed to maintain service standards and customer outcomes.
- Drive performance through data-led decision making and proactive intervention where required.
- Support operational planning to ensure resources are aligned to business demand.
Client Experience
- Promote a customer-focused culture that delivers positive client outcomes throughout the claims journey.
- Ensure vulnerable customers are appropriately identified and supported.
- Take ownership of complaints management and resolution, ensuring compliance with regulatory and company requirements.
- Drive improvements in customer satisfaction and quality performance measures.
Risk, Compliance and Governance
- Ensure adherence to legal, regulatory and company policies including Data Protection requirements.
- Monitor quality and compliance through file reviews, call listening and case audits.
- Identify, escalate and manage operational risks.
- Support delivery of regulatory obligations and maintain high standards of professional conduct.
- Promote a culture of quality, governance and continuous compliance.
Stakeholder Management
- Build effective relationships with Team Managers, Technical Leads, Operations Managers and support functions.
- Collaborate with wider legal and operational teams to deliver business objectives.
- Support the implementation of strategic initiatives, business change programmes and process improvements.
Performance Measures
Success in the role will be measured through:
- Achievement of departmental KPIs and SLAs.
- Team productivity and utilisation.
- Claims progression and lifecycle management.
- Quality assurance and compliance results.
- Customer satisfaction and complaint outcomes.
- Team engagement and colleague development.
- Delivery of business change initiatives.
- Technical competence and claims outcomes.
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Person Specification
Essential
- Previous Team Leader, Supervisor or Management experience within a legal, insurance or claims handling environment.
- Strong experience managing performance, coaching colleagues and developing high-performing teams.
- Comprehensive understanding of RTA claims processes and personal injury litigation principles.
- Ability to interpret and utilise management information to drive operational performance.
- Strong communication, influencing and stakeholder management skills.
- Proven ability to manage competing priorities within a high-volume operational environment.
- Commitment to delivering outstanding client service and customer outcomes.
- Strong understanding of quality assurance, compliance and risk management principles.
Desirable
- Experience within a Claimant personal injury law firm/Insurance teams.
- Understanding of SRA and wider legal regulatory requirements.
- Change management and continuous improvement experience.
- Advanced Microsoft Office skills including Excel and Power BI.
- Experience leading teams through operational transformation or technology change.
Equal Opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.
We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read our commitment to equality and diversity on the Minster Law site.
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