- Professional
- Optionales Büro in Lostock
This role offers an excellent opportunity lead an incredible team of Complex Credit Hire handlers.
The main purpose of the Team Leader is to encourage, mentor and develop all members of the team technically to enable them to achieve their maximum potential. To lead the team to meet objectives and deliver their work standards as agreed in the client’s SLA, while delivering against KPI’s and targets with a view to continuously improving the quality of the teams work.
This is a fantastic opportunity to become part of an incredible team and have an input in to our strategies and assist in developing them from a tactical perspective.
Key Responsibilities
Being accountable for the operational performance of a team, with targets aligned to;
- Individual handler productivity
- Attainment of client KPIs including SLA management and indemnity spend
- Robust control of internal billing procedures
- Authority based technical supervision of credit hire and/or personal injury files
- Being effective in managing the expectations of their immediate line manager and delivery of objectives on a continuous basis
- Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning
- Maximising the personal development of team members, identifying training needs and creation of succession planning
- Providing an ‘environment’ where team members feel motivated and deliver excellence
- Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators
- Ensuring the adherence to strategies of claims handling by individual claimant firms and CHOs. This will include providing feedback to the Business Unit Director & Tactical Director to articulate challenges faced and relevant successes.
- Managing team members according to the firm’s policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
- Effectively deal with complaints through agreed handling processes.
- Speaking with clients and developing relationships with key stakeholders.
- To ensure compliance with the SRA Standards & Regulations
- Adhere to the Keoghs Values
Working hours
35 hours per week worked 9am and 5pm Mondays to Fridays inclusive with 1 hour for lunch
35 hours per week worked 9am and 5pm Mondays to Fridays inclusive with 1 hour for lunch
Skills, Knowledge and Expertise
- Has an understanding and previous management experience of credit hire claims
- A track record of high performance in KPI driven environments
- Ability to produce and interpret performance reports of the team and its individual members
- Excellent listening and verbal communication skills
- Ability to relate to people as individuals and understand their particular needs in terms of direction, delegation, learning style etc
- 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
Our culture is focused on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;
Values:
We are connected
We are dynamic
We are innovative
We succeed together
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) - will automatically be at single cover level but can opt into family option within first month of joining.
- 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
