Deputy Team Leader

The role is positioned within our NDA Motor Litigation Unit which deals with complex motor litigation across OICP, Small Claims, Fast Track and Intermediate & Multi-track claims, to the value of £150,000.00. The unit is made up of three distinct file handler teams managing the different work types previously mentioned.
The unit offers clear progression pathways, both technically and operationally allowing candidates to continue their career journey within the business.

The role of Deputy Team Leader is to assist the Team Leader to ensure the team meet objectives and deliver their work standards as agreed in the client’s service level agreements (SLAs), while maintaining high technical quality and the commercial benefit to Keoghs. The deputy team leader will also have file handling responsibilities of running a reduced caseload.

The team deal predominantly with cases involving indemnity issues, MIB, multi- party collisions, counterclaims, and claims valued up to £150,000. All claims would be handled on behalf of key insurer clients as Defendant.
The role would suit an established Fast Track personal injury litigator looking to enhance their career by moving into Operations. Full training and support will be provided in the role where required.

The candidate must be qualified or Cilex level 7 to be successful in the selection process.

Key Responsibilities

• Deputise in the absence of the Team Leader and support the Team Leader and teach in achieving KPI, SLAs and client contractual requirements.

• Triage new instruction files and assist with allocation of new instructions; considering individual file handlers’ capability and financial authority / handling limit.

• Liaise and deal with queries from the Legal Support Team (LST) and others relating to new instructions.

• Ensure prompt bill approval by file handlers to ensure consistent cash flow.

• Act as the first point of contact for client complaints when the team leader is absent from the office, taking action to resolve issues as swiftly and effectively as possible, either by taking local action or by appropriately escalating through Quality, Risk & Compliance (QRC) and notifying the relevant senior managers.

• Daily post distribution – identifying potential complaints and risks and putting steps in place to reduce the risk.

• Supervision and coaching up to 4 file handlers; ensuring compliance with benchmarks set by Keoghs and by clients whilst driving settlement and ensuring quality of delivery is maintained at all times. Identify and implement appropriate learning activities to ensure the achievement of appropriate authority levels and the ongoing development of allocated team members.
• File Handling: Deliver personal caseload to required company standards and to the fulfilment of personal targets and objectives.
• Achieve own chargeable hours target as agreed with the team leader.
• Complete weekly stats and plan for the week as and when required in the absence of Team Manager
• Assist with internal auditing
• Be flexible in approach, determined and willing to work outside normal office hours where required
• Assist Team Leader to ensure the team create and maintain accurate claims management system records
• Assist in the recruitment of claims handlers and support staff when requested
• Assist with training and supervision of new starters
• Assisting with Client service Delivery

Skills, Knowledge & Expertise

• The candidate must be qualified or Cilex level 7 to be successful in the selection process.
• Highly developed knowledge of processes, systems and procedures
• Proficient in all stages of the litigation process of motor claims, with a financial authority of £15,000.
• Strong technical knowledge of Motor claims
• Motor Insurance Bureau (MIB) experience preferred but not essential.
• Excellent analytical and problem-solving skills
• Excellent understanding of client protocols and implementing client strategies and maintaining compliance with client guidelines and service level agreements (SLAs).
• Excellent communication skills, with both clients and team members
• Ability to coach and mentor
• Ability of confidently address issues of concern or deliver messages to others.
• Ability to listen to others and share information and ideas for improvement/solutions with Team Leader
• Ability to utilise interpersonal skills to influence and negotiate
• Excellent organisational skills
• Able to initiate and maintain business relationships
• Shows commercial awareness in understanding of the market and industry
• Demonstrates a passion for the business and their role