Overview

Reporting to the various Partners that feed work into the team, the Team Leader will have day to day supervisory responsibility for a team of case handlers dealing with low value (less than £50k) indemnity files in the Volume Motor department while also retaining a small caseload of litigated files.

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 referring Partners, 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 case handlers 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 case handler 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 Motor 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 Volume Motor 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 experience in RTA, preferably with some supervision/mentoring experience
Strong liability experience, ability to make a decision early on with regard for economics and treating customer fairly
Indemnity experience is desired or the ability to quickly learn the law.
Experience of dealing with strict SLAs and quality assurance requirements
Detailed knowledge of Simple Procedure, Summary Cause and Ordinary Cause Procedure claims in Scotland
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)

Volume jobs

Team Leader - Volume Motor - Edinburgh