Team Leader

Keoghs; Liverpool; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Davies Incentive Plan

25 days holiday per year (increases)

Family Cover Private Medical Insurance

PHI/Income Protection

Pension Contribution 5% Employee / 3%

Cycle to Work Scheme

Gym Flex

Season Ticket Loan

Job summary

Keoghs in Liverpool is seeking a Team Leader in Claims Management to lead a team of file handling and support staff, delivering market leading results and mentoring colleagues to reach their full potential.

You will drive performance against KPIs and SLAs, coach based on competency matrices, and ensure compliance with SRA guidelines while promoting a positive, collaborative team culture. This permanent role is based in Liverpool with opportunities for development and engagement with key clients.

Qualifications

• EL/PL claims knowledge essential.
• Experience mentoring teams to reach targets.
• Knowledge of SRA and ISO guidelines.
• Strong communication and interpersonal skills."

Responsibilities

• Develop handlers to achieve targets within agreed timescales.
• Manage performance against KPIs and SLAs; formulate improvements.
• Provide coaching and maintain development records per competency matrix.
• Assist client auditing activity with deadlines.
• Manage staff on performance improvement plans when needed.
• Provide feedback and drive continuous improvement within the team.
• Monitor workload and allocate files and tasks effectively.
• Promote a collaborative team culture and motivate members.

Skills

EL/PL claims knowledge

Team leadership

Coaching & mentoring

Communication skills

SRA guidelines

ISO guidelines

Court processes knowledge

Problem solving

Job description

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 for ensure 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 a financial authorities within agreed timescales
• Managing individual and team performance against KPIs and SLAs, formulating plans where improvements 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 recommendation 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 firms 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

Skills, Knowledge and Expertise

• Technically competent in EL/PL claims and litigation is essential.
• Ability to nurture and encourage team members to give of 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, prioritise 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

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