OIC Legal Advisor - Admitted

Minster Law; Wakefield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading claims handling firm in the UK is seeking a claims handler to deliver quality claims management. Your role will include dealing with high-volume claims, ensuring customer satisfaction, and maintaining performance standards. The ideal candidate has a strong background in telephony best practices and excellent communication skills. The position offers opportunities for personal development in the personal injury field.

Qualifications

• Proven performance in a similar role.
• Accountable for objectives in a fast-paced environment.
• Excellent negotiator with strong communication skills.
• Competent in using case management systems.
• Customer-centric approach.

Responsibilities

• Handle high volume of claims to achieve optimized outcomes.
• Assess liability and quantum of claims.
• Maintain proactive contact with customers for exceptional service.
• Work within a target-oriented environment.

Skills

Telephony best practice

Negotiation skills

Communication skills

Attention to detail

Organizational skills

Tools

Excel

Word

Case management system

Job description

Overview

Job Summary: To deliver robust quality claims handling, with a key focus on customer outcomes for Minster Law customers, to contribute to the general success of the business. The successful applicant will support through a task-based approach of RTA OIC Portal cases.

Core Responsibilities

• Dealing with high volume of claims, following the relevant processes and best practise, in order to progress the claims from inception through to settlement.
• Ownership of ensuring that the right outcome is achieved, and the customer's claim is optimized, by working in our Proclaim task delegation system to deliver productive case management.
• Assess liability and quantum to include reviewing medical reports applicable to the Whiplash Matrix.
• Obtaining relevant information and accurately assessing next steps to ensure ongoing progress of claims through medical, losses, damages and milestones.
• Demonstration of excellent communication skills to deal with customer queries.
• Ability to work with a task-based case management system to ensure regular / proactive contact is maintained with all customers, providing exceptional customer service and managing their expectations.
• Perform to a high level in a target orientated environment.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indicators

• Operational effectiveness: Productivity
• Throughput / Get next completion rate
• Talk time
• First call resolution
• Process adherence
• Call logging
• Customer & Stakeholder Satisfaction: % Calls Answered
• NPS Score
• Customer Satisfaction/Effort Score
• Younique score
• % Complaints
• Financial Performance: Departmental Write-offs
• Client Retention
• Process efficiency
• Proactive case progressing
• Strategic Development: Proactive ideas for; Systems improvements; Customer service; Internal cultural / working environment

You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.

Person Specification

Essential

• Proven performance in a similar role, including an understanding of telephony best practice & performance.
• Accountable for achieving objectives in a fast-paced environment whilst maintaining high standards of work, quality and client care.
• Excellent negotiator with strong communication skills.
• Competent working with a case management system and good knowledge of Excel and Word.
• Good attention to detail and organisational skills.
• Customer centric approach.

Desirable

• Previous experience of working in RTA OIC Portal claims environment.
• Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.
• Maintains a positive attitude, self-motivated and uses own initiative.
• Take opportunities to develop and stretch yourself and be passionate about developing your career in personal injury.