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To deliver robust, efficient quality claims handling, with a key focus on customer outcomes for Minster Law customers, to generate fee income and contribute to the overall success of the business. The successful applicant will support the handling of RTA OIC Portal cases.
Team allocation will be determined by business needs and your current experience, knowledge, and skill set; however, the types of cases managed may vary as business needs require from time to time and in accordance with your skill set.
Core Responsibilities
* Deal with a high volume of RTA OIC Portal claims, following the small claims process and best practices, to progress claims from inception through to settlement or Court process.
* Ensure the right outcome is achieved and the client’s claim is optimized.
* Handle complex cases and causation arguments with minimal supervision.
* Assess liability and quantum, including reviewing medical reports and researching relevant case law.
* Draft schedules of special damages and assess suitable awards for pain, suffering, loss of amenity, and other damages.
* Negotiate with third parties to secure the best settlement figures and liability outcomes in a proactive and timely manner.
* Identify litigation opportunities where appropriate and be familiar with the Small Claims Litigation Process.
* Work with a case management system to maintain regular contact with clients, providing excellent customer service and managing expectations.
* Perform well in a target-oriented environment.
* Undertake any other relevant and reasonable tasks as deemed by the business.
Key Performance Indicators
Your KPIs and objectives will be discussed and agreed upon during one-to-one meetings with your line manager. Regular reviews will help identify areas for development and support.
* % of cases within OIC Portal Settlement Stage
* Throughput Rate
* Average Challenge Submissions for liability/Causation
* Liability / causation outcomes
* % of Aged cases
* Maintain Quality
* % Calls Answered
* NPS Score
* Customer Satisfaction/Effort Score
* % Complaints
* Settlement Rate
* Departmental Write-offs
* Client Retention
Person Specification
* Experience with RTA Portal and non-Portal claims.
* Experience in assessing liability, researching, and obtaining relevant case law.
* Ability to achieve objectives in a fast-paced environment while maintaining high standards of work, quality, and client care.
* Strong negotiation and communication skills.
* Proficiency with case management systems, Excel, and Word.
* Attention to detail and good organizational skills.
* Customer-centric approach.
* Working towards a Chartered Legal Executive or other recognized legal qualification.
* Litigation skills are preferred but not essential.
* Resilient, adaptable to change, and able to handle challenging situations.
* Team player and role model, committed to team and business goals.
* Positive attitude, self-motivated, and proactive.
* Willing to develop and grow within personal injury law.
Personal Development
High-performing individuals may have opportunities to move into different departments, expanding their knowledge and developing their careers within Minster Law.
Minster Law values equality and diversity, creating a workplace where everyone feels a sense of belonging.
We are an equal opportunity and disability-confident employer. All applicants will be considered regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability. More information is available on our website.
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