ULR Team Manager

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Job Purpose

To manage and provide support and guidance to a team of case handlers and administrators dealing with ULR Pre-Litigation and Post Litigation Cases.

To be able to motivate, lead and manage 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 ensure that the team delivers a profitable, client focused service with focus on quality.

Key Duties and Responsibilities

• To provide full supervisory support and guidance on issues involving litigation
• To provide effective people management to the team and drive the right behaviours
• To ensure that the team are achieving the right outcome for clients and optimising each client's claim
• Monitor workloads and allocate work as necessary
• To ensure understanding and compliance with internal SLAs, policies and procedures
• Manage team performance in line with business and team objectives, be accountable for their financial performance and delivery against the agreed KPIs
• Conduct regular 1-2-1 meetings, and quarterly reviews for all team members and fully document them
• Ensure the team delivers an excellent level of customer service, is managing the client's expectations and proactively progressing their claim
• Managing the risk within your team including completion of Supervisor entries, producing and monitoring relevant reports such as Not Worked on (NWOs) and Limitations
• To highlight any potential risks to senior management and the Compliance department
• To review and complete all agreed management checks, such as Directions, audits and Limitation supervisor entries and analyse daily MI
• 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
• Dealing with ad hoc queries on individual files, raised both internally and by insurer clients.
• The monitoring and delivery of operating and financial performance of the ULR function.
• The prioritisation and allocation of resources

Experience & Knowledge

• Qualified Solicitor, Member/fellow of CILEx or experienced Case handler with at least 5 years' litigation case handling experience in the personal injury sector
• Commercially minded, and able to see opportunities to optimise outcomes on cases, both for the client and the firm
• Previous team management experience to include achieving objectives, performance management, motivating staff
• 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