Scheme Manager

Tsr Legal; West of England; On-site; GBP 65,000 - 75,000; Full time

Job summary

TSR Legal is recruiting a Scheme Manager to join our growing claims handling team in Bristol. This role suits a technically strong claims professional with previous people management experience who can lead a high-performing team and maintain excellent client service.

You will manage a team of Claims Handlers and Technical Claims Handlers, oversee capacity and performance, deliver coaching and training, and work closely with the Head of Claims to shape strategy and maintain high standards across

Qualifications

• Strong technical knowledge and experience within claims handling, ideally with exposure to professional indemnity claims.
• Understanding of legislation, policies, procedures and claims handling practices.
• Previous line management experience, ideally as a Team Leader or similar supervisory role.
• Ability to manage performance, allocate resources and support development of others.
• Excellent client relationship management with a proactive and commercially minded approach.
• Strong organisational skills and ability to manage competing priorities and deadlines.
• Commitment to continuous improvement and collaborative working.

Responsibilities

• Manage and develop a team through supervision, mentoring, coaching and performance management.
• Build and maintain relationships with insurer clients, acting as a key contact for account-related queries.
• Monitor files to ensure compliance with SLAs, KPIs and delegated authority requirements.
• Maintain accurate management information and coordinate regular reporting for insurer clients.
• Deliver technical training and provide guidance and support to colleagues across the wider department.
• Identify trends, manage risks and escalate relevant issues to senior management and insurer clients.
• Conduct regular quality assurance audits to ensure procedures and standards are consistently followed.
• Reviewing and improving processes, policies and procedures to enhance operational efficiency and service delivery.
• Preparing for and chairing regular meetings with key stakeholders.
• Working collaboratively with other Scheme Managers to develop the team, strengthen its culture and support the department’s continued growth.

Skills

Claims handling

Line management

Client relationships

Performance monitoring

Organisational skills

Job description

Scheme Manager

TSR Legal is working on an exciting opportunity for a Scheme Manager to join a growing claims handling team in Bristol.

This is an excellent opportunity for a technically strong claims professional with previous people management experience to take on a key leadership role, overseeing a team of claims handlers and helping shape the future direction of a successful department.

Working closely with the Head of Claims and fellow Scheme Managers, you will play an important role in delivering exceptional client service, developing team performance and maintaining high standards across a portfolio of pre-litigated professional indemnity claims.

The Role

As Scheme Manager, you will be responsible for the day-to-day management and development of a team of Claims Handlers, Senior Claims Handlers and Technical Claims Handlers. You will oversee resources and capacity, support technical development and ensure that service standards and client expectations are consistently met.

Key responsibilities will include:

• Managing and developing a team through effective supervision, mentoring, coaching and performance management.
• Building and maintaining strong relationships with insurer clients, acting as a key contact for account-related queries.
• Monitoring files to ensure compliance with service level agreements (SLAs), key performance indicators (KPIs) and delegated authority requirements.
• Maintaining accurate management information and coordinating regular reporting for insurer clients.
• Delivering technical training and providing guidance and support to colleagues across the wider department.
• Identifying trends, managing risks and escalating relevant issues to senior management and insurer clients.
• Conducting regular quality assurance audits to ensure procedures and standards are consistently followed.
• Reviewing and improving processes, policies and procedures to enhance operational efficiency and service delivery.
• Preparing for and chairing regular meetings with key stakeholders.
• Working collaboratively with other Scheme Managers to develop the team, strengthen its culture and support the department’s continued growth.

About You

To be considered for this opportunity, you will have:

• Strong technical knowledge and experience within claims handling, ideally with exposure to professional indemnity claims.
• A sound understanding of relevant legislation, policies, procedures and claims handling practices.
• Previous line management experience, ideally as a Team Leader or in a similar supervisory role.
• The ability to manage team performance, allocate resources effectively and support the professional development of others.
• Excellent client relationship management skills, with a proactive and commercially minded approach.
• Strong organisational skills and the ability to manage competing priorities and deadlines.
• Experience monitoring performance against service standards and maintaining high levels of quality and accuracy.
• A commitment to continuous improvement, collaborative working and delivering an excellent client experience.

The Opportunity

This is a fantastic opportunity to join an established legal environment where collaboration, professional development and high-quality client service are central to the team’s approach.

You will have the opportunity to make a genuine impact on team performance, contribute to the development of a growing claims function and help create a supportive, high-performing working culture.