Overview

Reporting to the Partner/Legal Director, the Team Leader will have day to day supervisory responsibility for a team of Case Handlers in our Motor Fraud department while also retaining a small caseload of litigated files. Previous experience working in a similar role is required.

The purpose of this role is to lead, motivate and develop a team of Case Handlers. The jobholder will report on team performance and provide feedback, identifying improvement areas and helping to develop a culture of continuous improvement. Working with the team's Partner/Legal Director, they will be responsible for maintaining a profitable, smooth-running, and efficient team.

Key Responsibilities

People Management

Develop a high-performance culture within your team through motivation, support, and performance management, in order to achieve operational objectives and improve overall employee engagement.
Identify and put in place the appropriate solutions to aid development and drive improvements.
Participate in the recruitment and selection process for new team members.
Ensure the smooth induction of new starters, confirming awareness and understanding of HR, department and client specific policies, procedures, and information.
Manage the individual performance of Casehandlers including regular progress meetings and Career Conversations.
Act as a coach to develop the team to the highest standards.
Identify appropriate training to support personal development through feedback, performance management and continued assessment of training needs.
Manage your team with a focus on service delivery and excellence; resolve issues relating to workflow, resource availability, working relationships, service delivery and HR matters.
Providing pastoral care and wellbeing support for your team.

Technical Management

The role involves triaging and allocating cases and monitoring caseloads regularly, ensuring where possible that each Casehandler has the optimum number and type of cases at all times.
Complete client file reviews to monitor adherence to SLA's and internal performance standards, on a quarterly and ad hoc basis.
Review provide guidance on and approve case strategies.
Manage the team's monthly MI and billing submissions, ensuring they are accurate and on time.
Lead and motivate your team to ensure the firm achieves compliance to client audit requirements and to ensure we are performing well compared to the rest of the client's legal panel
Maintain a small caseload of your own more complex/higher value files to the highest standards and meet or exceed your personal financial targets.

Personal Effectiveness

Develop effective working relationships with senior management, other Fraud Team Leads, the Business Services teams and all levels of staff to support the wider group. Ensure that feedback is delivered in a constructive manner and that improvement opportunities are robustly investigated and shared to ensure the most appropriate remedies and improvements are implemented.
Fully engage with team project work and initiatives to assist in the delivery of continuous improvement to the Fraud department, to include but not limited to, recommending improvement plans, designing, and delivering training and tracking the effectiveness of improvements.
Ensure you have up to date knowledge of and share business communications effectively with your team through chairing regular team meetings or briefing sessions.
Keep abreast of issues, anticipate changes in demand/regulatory changes and effect timely interventions to address the changes, working with senior management to introduce these into the department.
Identify your teams, as well as your own, training needs and development areas and facilitate the required training for your team where appropriate.

Quality of Service

Drive the delivery of exceptional client service, quality and consistency across team members and ensure processes are developed positively, with best practice shared across the department and other department colleagues.
Ensure full compliance by the team of our policies and procedures (e.g. Compliance, ISO, Finance), engaging with central teams where appropriate.
Actively support and be a champion for department/firm initiatives, engaging with central teams where appropriate and driving implementation of changes.
Participate in department projects, adopting common project methodologies from initiation to completion and ensuring business requirements, objectives and anticipated benefits are understood and achieved.
Any other duties as required, commensurate with the level of the post

Client and Business

Take part in a range of promotional activities including internal and external seminars, case clinics, adhoc advice requests from clients etc
Use an understanding of a client's commercial issues to identify areas where the firm can help
Initiate ideas for presentations/articles to clients and implements them with business development

Technical Excellence

Litigation experienced Fraud handler, preferably with some supervision/mentoring experience
Expert knowledge in Motor Fraud
Strong liability experience, ability to make a decision early on with regard for economics and treating customer fairly
Experience of dealing with strict SLAs and quality assurance requirements
Detailed knowledge of fast track, small claims track, stage 3 and portal stayed claims
Costs knowledge and experience
Strong organisation skills and ability to multitask
Ability to respond effectively to client's demands on performance and MI
Experience of MS Office, Case management systems, 3E (preferable)

Our Values

Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for our clients and our firm. We:

Work as one We are a globally connected team of talented people who act with a firm-first mentality to achieve success
Excel with clients We aim high and challenge ourselves to deliver unique excellence for our clients, keeping them at the centre of everything we do
Celebrate difference We help each other to be at our best and believe our differences result in greater achievement
Act boldly We seek new opportunities, take action and learn as we go, recognising that curiosity drives our development and contributes to growth

What We Offer

We are always looking to recognise and reward our people for the work they do. Here are just a few of the benefits you will have access to, as part of our team

Competitive salary
Hybrid working
Pension scheme
Group income protection
Maternity and paternity pay
Holiday purchase
Season ticket loan
Cycle to work scheme.
Gym subsidy

Case Handler jobs

Team Leader - Motor Fraud - Birmingham