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Team Leader
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Liverpool
Description
Located in our Liverpool office, the Team Leader will manage a team of file handling and support staff in delivering market-leading results while mentoring and developing team members to reach their full potential and achieve targets and objectives.
Key Responsibilities
- Responsibility to develop all handlers to achieve financial authorities within agreed timescales
- Managing individual and team performance against KPIs and SLAs, formulating plans where improvements are needed
- Completing supervision in line with each individual’s competency matrix, providing timely coaching and identifying training needs to aid individual development, and maintaining accurate development records
- Assist the BUD with key client auditing activity as required, completing in line with agreed deadlines
- Manage individuals on performance improvement plans where there are performance issues
- Provide continual feedback on development areas to the BUD with recommendations for improvement
- Monitoring the caseload/workload of agreed team members including allocation of files and tasks
- Providing an environment where team members feel motivated and promoting a team-working culture
- Driving continuous improvement within the team, including conducting audits as required by administrative policies and procedures, giving feedback to team members, and drafting and implementing improvement plans
- Monitoring and managing financial processes (including client account, office account, and WiP) to ensure actions taken in line with SRA guidelines and timescales
- Managing team members according to the firm's policies and ensuring that HR procedures are followed, such as appraisals, discipline, and grievances
- Checking incoming and outgoing post as required by administrative policies and procedures
- Preparing for and conducting Team and 1 to 1 meetings, including disseminating information from the BUD or Departmental Meetings
- To ensure compliance with the SRA Code of Conduct 2011
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Skills, Knowledge and Expertise
- Technically competent in EL/PL claims and litigation is essential
- Ability to nurture and encourage team members to give their best
- Knowledge of recent changes in Court processes
- Knowledge of SRA and ISO guidelines
- Excellent communication and interpersonal skills across all levels
- Ability to plan, prioritize, and focus on achieving targets and objectives
- Positive, confident, and enthusiastic
- Good client care skills and evidence of working to client guidelines
- Ability to win the trust and confidence of others
- Ability to anticipate problems and identify solutions
- Driven to achieve goals
- Excellent listening and verbal communication skills
- Ability to influence others
- Ability to remain calm under pressure
- Ability to take constructive feedback and set personal goals for continuous improvement
- Ability to remain fair and objective at all times
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Benefits
- Davies Incentive Plan
- 25 days holiday per year, which increases with level of service (opportunity to buy & sell 3 days)
- Family Cover Private Medical Insurance (Bupa)
- Simply Health Care Cash Plan
- WeCare – 24/7 online GP, mental health support, and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living, and financial & legal wellbeing
- Death in Service
- Critical Illness Cover
- PHI/Income Protection (Private health insurance)
- Pension Contribution based 5% Employee / 3% Employer
- Employee Resource Groups
- Employee Volunteering Programme
- Cycle to Work Scheme*
- Tech Scheme*
- Season Ticket Loan*
- Gym Flex*
- Access to Online Discount Sites
- Discounted Gourmet Society Membership
- Discounted Tickets for Merlin Attractions nationwide
- Discounts at local retail outlets
- after successfully completing probation
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