Technical Lead
Keoghs
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Benefits offered by this job
Job summary
Keoghs in Bolton seeks an experienced supervisor for the pre-litigation credit hire unit. You will supervise file handlers, mentor staff, onboard new starters and drive technical excellence in line with client SLAs.
You will influence team leaders, deliver training, identify risks and develop strategies to improve service quality and KPI performance while ensuring adherence to the competency framework.
Qualifications
- Credit Hire experience in defence or claimant is desirable.
- Experience handling own caseload.
- Experience in pre-litigation credit hire work is essential.
- Litigation experience is desirable.
- Ability to plan and prioritise workloads and meet deadlines.
- Strong coaching and mentoring abilities.
- Good working knowledge of Excel and PowerPoint advantageous.
Responsibilities
- Handle a small caseload of pre-litigation files which are complex.
- Work with the Technical Manager to continuously improve best practice.
- Work with team leaders and managers to ensure client SLA’s and KPI’s are embedded and hit.
- Continuously review suitability of workflows and processes.
- Identify risks, trends, and areas of avoidable litigation to management.
- Recommend strategies to remove blockers and improve quality of service and KPI performance.
- Coordinate and drive delivery of workflows and strategies with the Technical Manager.
- Support and develop the technical expertise of teams through training, coaching and onboarding.
Skills
Tools
Job description
At a high level, the aim of this role is to ensure that the work produced by the pre-litigation credit hire unit is technically excellent and fully aligned with the Keoghs Quality Framework and expectations of our clients.
Department: Legal
Location: Bolton
At a high level, the aim of this role is to ensure that the work produced by the pre-litigation credit hire unit is technically excellent and fully aligned with the Keoghs Quality Framework and expectations of our clients.
They will work directly with the Technical Manager and Business Unit Director and be responsible for supervision, mentoring and coaching of all file handlers within the pre-litigation unit with emphasis placed on onboarding new starters.
They will be responsible for driving policies and strategies to support the technical progression of file handlers and help to achieve technical excellence within the pre-litigation credit hire unit in line with the client’s SLA’s.
- Handle a small caseload of pre-litigation files which are complex.
- Work with the Technical Manager to continuously improve best practice.
- Work in partnership with the team leaders, Technical Manager, BUD and DBUD to ensure that client SLA’s, KPI’s and other requirements are embedded in the teams and hit.
- Continuously review suitability of workflows/processes
- Identify to the Technical Manager
- Areas of risk and potential risk
- Emerging trends / behaviours
- Areas of avoidable litigation
- Recommend to the Technical Managers strategies and actions to remove blockers and improve the quality of service and KPI performance that the teams deliver.
- Communicate, co-ordinate and drive delivery of workflows/processes and strategies agreed with the Technical Manager, monitoring success and ensuring consistency of approach.
- To support and develop the technical expertise of the teams through training, coaching, supervision and processing handlers through the competency framework to enhance engagement and reduce attrition linked to development.
- Influence, guide and lead Team Leaders to deliver improved quality and client care, opening doors for discussion on areas of continuous improvement, emerging trends, innovative solutions
- Provide supervision and technical guidance for the pre-litigation teams as agreed with the Technical Manager.
- Driving Competency Frameworks towards individuals being signed off.
- Support Technical Manager with developing and delivering and ensuring onboarding training remains fit for purpose. Identify training needs, develop and deliver training as agreed with the Technical Manager.
- Helping to identify and collate causes and trends from IRFs and drive towards a swift resolution.
- Dealing with ad hoc referrals from the team and referring into the Technical Manager where necessary.
- Complete financial authority audits for those handlers requiring their financial sign off.
- Complete ad hoc internal audits as requested by the Technical Manager and Business Unit Director in line with competency and strategy adherence frameworks.
35 hours per week worked 9am to 5pm Mondays to Fridays inclusive with 1 hour for lunch.
- Credit Hire experience either defendant (preferable) or claimant.
- Previous experience of handling own case load.
- Experience of handling pre-litigated credit hire work is essential.
- Litigation experience is desirable.
- Ability to plan and prioritise workloads and remain calm under pressure, whilst complying with deadlines.
- An understanding of the claims process and delivery of client requirements including achieving KPIs.
- A strong desire to invest in and develop others is required.
- Experience in supervising, training others and / or mentoring.
- Excellent listening and verbal communication skills including coaching and providing feedback.
- Ability to anticipate problems and identify solutions.
- Good working knowledge of Excel and Powerpoint advantageous.
- Presentation skills – to include delivery of training.
- Confident with ability to take initiative to innovate and adapt to changing situations.
- Work effectively within the Davies Values.
‘To be recognised as the undisputed credit hire partner of choice for the insurance industry, acknowledged for our unparalleled commitment to delivering cutting-edge insight, continuous innovation and technical excellence’.
- We are connected.
- We are dynamic.
- We are innovative.
- We succeed together.
- 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
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