Responsibilities
Being accountable for the operational performance of a team, with targets aligned to;
1. Individual handler productivity
2. Attainment of client KPIs including SLA management and indemnity spend
3. Robust control of internal billing procedures
4. Authority based technical supervision of credit hire and/or personal injury files
5. Being effective in managing the expectations of their immediate line manager and delivery of objectives on a continuous basis
6. Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning
7. Maximising the personal development of team members, identifying training needs and creation of succession planning
8. Providing an 'environment' where team members feel motivated and deliver excellence
9. Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators
10. Ensuring the adherence to strategies of claims handling by individual claimant firms and CHOs. This will include providing feedback to the Business Unit Director & Tactical Director to articulate challenges faced and relevant successes.
11. Managing team members according to the firm's policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
12. Effectively deal withplaints through agreed handling processes.
13. Speaking with clients and developing relationships with key stakeholders.
14. To ensurepliance with the SRA Standards & Regulations
15. Adhere to the Keoghs Values
Working hours
35 hours per week worked 9am and 5pm Mondays to Fridays inclusive with 1 hour for lunch
Skills, Knowledge and Expertise
16. Has an understanding and previous management experience of credit hire claims
17. A track record of high performance in KPI driven environments
18. Ability to produce and interpret performance reports of the team and its individual members
19. Excellent listening and verbalmunication skills
20. Ability to relate to people as individuals and understand their particular needs in terms of direction, delegation, learning style etc
21. Ability to influence others
22. Ability to remain calm under pressure
23. Ability to take constructive feedback and set personal goals for continuous improvement
24. Ability to remain fair and objective at all times
Our culture is focused on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;
Values:
We are connected
We are dynamic
We are innovative
We succeed together
Benefits
25. Davies Incentive Plan
26. 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
27. Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
28. Simply Health Care Cash Plan
29. WeCare - 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
30. Death in Service
31. Critical Illness Cover
32. PHI/Ie Protection (Private health insurance)
33. Pension Contribution based 5% Employee / 3% Employer
34. Employee Resource Groups
35. Employee Volunteering Programme
36. Cycle to Work Scheme*
37. Tech Scheme*
38. Season Ticket Loan*
39. Gym Flex*
40. Access to Online Discount Sites
41. Discounted Gourmet Society Membership
42. Discounted Tickets for Merlin Attractions nationwide
43. Discounts at local retail outlets
* after successfullypleting probation Job ID c94c7436-90fb-400b-b080-3a647163a20a