Paralegal - Claims & Complaints

Ampa; Birmingham; Hybrid; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Agile working

Flexible working

Blended working model

Job summary

Shakespeare Martineau is seeking a Paralegal to support the claims & complaints team in Birmingham. You will handle investigations, liaise with insurers, brokers and the Legal Ombudsman, and prepare responses to service complaints and claims. The role involves data collection, case management, and direct communication with claimants.

You will work under the Legal Director and gain hands-on experience from day one in a high-quality, collaborative environment.

Qualifications

• Minimum 6 months’ paralegal experience.
• Experience with a case management system preferred.
• High level of accuracy with strong written and verbal communication.
• Flexible, proactive, and capable of prioritising multiple tasks.

Responsibilities

• Support claims and complaints investigations from inception to resolution.
• Maintain and organise case files on internal databases and filing systems.
• Draft and provide advice following case consideration.
• Coordinate with supervisor on remedies and compensation payments.
• Prepare detailed response letters to claimants and complainants.
• Liaise with the Legal Ombudsman and other stakeholders.
• Ensure adherence to internal timescales and deadlines.
• Provide pastoral and technical support to fee earners during investigations.

Skills

Paralegal experience

Case management system

IT skills

Typing accuracy

Attention to detail

Communication skills

Stakeholder management

Law firm claims/complaints experience

Job description

Paralegal - Claims & Complaints

Department: Northelm - Managed Legal Services - Claims & Regulatory Investigations - Claims & Regulatory Investigations - 6002

Employment Type: Permanent - Full Time

Location: Birmingham

Reporting To: Kieran Pearson

Description

The role will include conducting and supporting investigations and preparing responses to service complaints and claims made against the firm as well as maintaining and collating the relevant data. Investigations may also include supporting the COLP or as part of preparing a 'root cause analysis'. You will be required to liaise with internal stakeholders, external stakeholders including insurers, brokers and the Legal Ombudsman You will also be required to liaise directly with claimants and complainants, where appropriate.

The role will report to our Legal Director responsible for managing claims and complaints.

This role would suit someone with a tenacious and resilient approach to problem solving, who enjoys and works well under pressure, and is looking for excellent development in a collaborative team. You will have exposure to hands‑on work from day one, and will play a key role in a thriving team who provide a high quality service at all times.

What you will be doing:

• Supporting the claims and complaints team by assisting with claims and complaints (and other) investigations from inception to resolution.
• Management of own claims and complaints case files and maintaining complete records of those cases on the internal database and electronic filing systems.
• Dealing with claims and complaints and providing verbal and written advice following consideration of the cases.
• Consulting with your supervisor regarding proposed remedies and compensation payments.
• Ensuring consistency in proposed compensatory awards, where appropriate.
• Providing detailed response letters to claimants and complainants upon conclusion of the investigations.
• Dealing with the Legal Ombudsman by co‑operating with their investigations as and when required.
• Monitoring and adhering to timescales and deadlines set in accordance with the internal complaints procedure.
• Communicating effectively with our internal clients during an investigation and providing pastoral and technical support to fee earners involved in those investigations.
• Assisting with the collection of claims and complaints data to be distributed in an appropriate format for internal use and upon request from third parties.
• Any other task as appropriate to meet business requirements.
• Tasks may include (but are not limited to):
  • file, disclosure and document reviews;
  • note taking;
  • interviewing and drafting witness statements;
  • providing paralegal and administrative support
  • opening and closing of files and conducting conflict searches
  • dealing with general correspondence including drafting forms and documentation; and
  • handling telephone calls, queries and enquiries, where appropriate.

What you will need:

• A minimum of 6 months’ previous experience in a paralegal position.
• Previous experience using a case management system is preferred.
• Strong IT skills and accurate typing ability.
• A high level of accuracy and attention to detail, with excellent verbal and written communication skills.
• A high degree of flexibility and initiative along with excellent organisational and prioritising skills; the ability to adapt and manage priorities at short notice is essential.
• The ability to manage multiple stakeholders at all levels.
• Strong business and commercial acumen is desirable.
• Enthusiasm, drive and commitment and to be a strong team player.
• Previous experience in law firm claims or complaints work would be advantageous.

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Manchester, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon & Tunbridge Wells.

Want to find out more about our amazing benefits?

Additional information

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.