Team Leader Complex Casualty Claims

Douglas Scott Legal Recruitment
GBP 40,000 - 60,000
Job description
Deputy Team Leader

Competitive Salary

Liverpool (1 day in the office)

The Deputy Team Leader will play a crucial role in assisting the Team Leader to achieve team targets and operational measures, while also overseeing junior team members. They will ensure the delivery of quality service and compliance with client service standards. Additionally, the Deputy Team Leader will manage a caseload of approximately 150 complex casualty claims.

Key Accountabilities:
  • Manage around 150 complex EL/PL/Product/Property damage claims.
  • Review and allocate new claims, establishing strategies and appropriate initial reserves.
  • Approve payments within designated financial authority levels.
  • Conduct peer reviews, offering constructive feedback, and identifying training needs for team members.
  • Refer files to litigation when necessary, recording reasons, and attending feedback meetings in the absence of the Team Leader.
  • Perform reviews for files handled by CH1s to maintain required quality standards.
  • Complete weekly statistics and plan for the week in the Team Leader's absence.
  • Keep the team informed about internal and external developments, actively participating in regular team meetings.
  • Assist in fostering team motivation and engagement.
  • Be flexible and willing to work outside regular office hours as required.
  • Ensure accurate maintenance of claims management system records.
  • Conduct regular one-on-one meetings with Admin Assistants, File Handling Assistants, and CH1s to optimize performance.
  • Monitor Admin, FHA, and CH1 performance, productivity, sickness, and holidays using appropriate systems.
  • Support the Team Leader in managing unsatisfactory performance issues and liaising with HR when necessary.
  • Assist in conducting Performance Reviews in a fair, consistent, and timely manner.
  • Assist in the recruitment of claims handlers and support staff when requested.
  • Aid in the training and supervision of new team members.
  • Review and manage client inboxes on a daily basis.
  • Contribute to client review meetings as required.
  • Assist with handling client queries as needed.
  • Support the Team Leader in ensuring compliance with client-specific protocols, SLAs, and KPIs.

Working Hours:
35 hours per week, Monday – Friday 9am – 5pm with 1 unpaid hour for lunch. This is a hybrid role, working 1 day in the office and 4 days from home, primarily based in the Liverpool office.

Experience, Skills, and Qualifications:
  • Highly developed knowledge of processes, systems, and procedures.
  • Sound technical knowledge of EL/PL claims.
  • Excellent analytical and problem-solving skills.
  • Excellent understanding of 'best practice' and the ability to contribute to its development.
  • Excellent communication and organization skills.
  • Good understanding of client protocols and ability to adapt to changing client requirements.
  • Ability to utilize interpersonal skills to influence and negotiate.
  • Ability to provide balanced feedback at an individual level.
  • Demonstrated commercial awareness and understanding of the market and industry.
  • Passion for the business and role.
  • Understanding of business development strategies and willingness to support.

My client's culture is centered around making the organization sustainable and successful for its people and clients, with four core values at its heart:
  • Connectedness
  • Dynamism
  • Innovation
  • Collaboration
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