Deputy ULR Team Manager

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Job Purpose

To assist the Team Manager and provide support and guidance to a team of case handlers and administrators dealing with ULR Cases both pre and post Litigation.

To be able to motivate, lead and assist with managing team performance ensuring delivery of robust quality claims handling, with a key focus on client outcomes, to generate fee income and to contribute to the general success of the business.

To assist in ensuring that the team delivers a profitable, client focused service with focus on quality.

Key Responsibilities

• Manage individual team performance in line with business and team objectives, be accountable for their financial performance and delivery against the agreed KPIs.
• To ensure controls are in place to identify all financial recovery opportunities at the earliest opportunity.
• Assist in conducting monthly, documented 1-2-1 meetings, and quarterly reviews for all team members.
• To provide effective people management to the team and drive the right behaviours.
• To ensure that the teams are achieving the right outcome for clients and enabling consistent, accurate and prompt recovery of all recoverable first and third party losses.
• Reviewing appropriate audit measures, and implementing any changes in accordance with results.
• To assist in managing resourcing and workloads across the teams, including recruitment.
• To ensure understanding and compliance with internal SLAs, policies and procedures.
• To review best practice across the teams, and provide support in implementing any changes as and when required
• To provide full supervisory support and guidance on technical issues involving quantum, liability and litigation.
• Ensure the teams deliver an excellent level of customer service, are managing the clients' expectations and proactively progressing their claims.
• Assisting with Managing the risk across the teams including completion of all agreed management checks such as Supervisor entries, producing and monitoring relevant reports such as new cases pending opening, client balances, amounts recovered, lifecycles, Not Worked on (NWOs) and Limitations.
• To highlight any potential risks to senior management and the Compliance department.
• Keep up to date with all industry changes including case law, legislation and other matters of relevance.
• Liaise with Senior Management and HR regarding any staff issues.
• Handle complaints in accordance with the firm's internal Complaints Procedure.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Experience & Knowledge

• Qualified Solicitor, Member/Fellow of CILEx, other relevant industry qualifications or experience in a recoveries/litigation environment.
• Knowledge of current motor market factors.
• Ability to compile and analyse data and take action according to the results.
• Ability to provide clear direction and take accountability for the team's performance and objectives.
• Competent working with a case management system and good knowledge of MS Office.

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.

Our team's insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

Benefits

• 25 days' holiday per annum
• Holiday buy and sell scheme
• Hybrid working model (in relevant role)
• 2 x Volunteering days to support charitable initiatives
• Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan - claim back dental / physio / optical appointments
• My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy