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You will support the Departments Fee Earners, to improve performance against key metrics in a quality claims environment. Working closely with the Team Leaders, your primary focus will be supporting the delivery of objectives in the unit and ensuring the right outcomes for customers, including the necessary adjustments for customers, where relevant and applicable.
You will help lead the teams during the Team Leaders absence, ensuring the general day to day activities are achieved, including general management & performance monitoring of the team, including phone answer rates & general productivity.
Core Responsibilities
* Plan, document and facilitate tailored coaching, training and support to advisors to drive optimum performance in line with quality and performance targets.
* Conduct coaching sessions on a 1:1 and group basis to enhance performance and support the delivery of individual and departmental goals.
* Complete regular call monitoring against agreed Quality Review criteria to provide assurance that all advisors are meeting core regulatory requirements and that all customer interactions comply with company standards.
* Provide audit feedback concisely and constructively with the ability to help shape any individual personal development plans.
* Provide technical knowledge and support to advisors and the wider team.
* Analysis of performance against agreed KPI’s through the use of relevant MI.
* Support the wider department through effective engagement, motivation and recognition of your advisors.
* Drive continual improvements in the customer journey to realise optimum results against customer metrics such as NPS and CES, and most importantly Customer Satisfaction for Communication.
* Call handling in line with business needs – as a rapid response team you may be required to assist on the phones to support the department achieving contractual SLA’s.
* Support the Learning & Development team with the induction of new starters to the department.
* Handle client dissatisfaction and complaints in accordance with business procedures to ensure successful and efficient conflict resolution. Be a key stakeholder within the operation to lead by example of the overseeing of ongoing issues and complaints, ensuring our customers and fee earners have the right support.
* Contribute to the success of the unit by taking ownership for performance at team level and deputising for Team Leaders when called upon.
* Rotational late shift cover to allow the business to support advisors during all working hours.
* To undertake any other tasks as deemed relevant and reasonable by the business.
* Support new advisors through successful probation periods, providing guidance, training and tailored coaching as required.
* Closely monitor Case Progression MI, Outstanding Tasks, Emails & Telephone demands.
* Support your Team Leader within the regular meetings with the team and establish excellent communication paths with regular catch ups.
* Act as a role model to company values and behaviours and embed these within your team.
* To continuously learn and ensure you are aware of processes for the management of non straight forward OIC Claims, including Litigation and the pre issue checks required, limitation and the risks associated with failure to progress claims before 2 years old, Causation and the additional tasks required to substantiate the customers claim.
* To be aware and where necessary, help support the Team Leader in the application of HR policies and procedures in relation to conduct and performance management, probation, absence and disciplinary meetings, liaising with Senior Management and HR as appropriate.
Person Specification
* Experience working within a contact centre environment with a customer-focused approach.
* Ability to demonstrate an understanding of delivering effective coaching sessions, responding to the needs of the individual and their learning styles.
* Strong communication skills with an engaging personal style, with the skills to adapt your communication style as required.
* Team player who acts as a role model to those around them, with the ability to motivate self and others.
* Takes accountability for achieving individual and team objectives in a fast-paced environment whilst maintaining high standards of quality and client care.
* Experience gained in a similar coaching or development role.
* Good attention to detail, with strong time management and organisational skills.
* Maintains a positive attitude, self-motivated and uses own initiative.
* Excellent numeric and literacy skills and proficient user of Microsoft Word, Excel and PowerPoint.
* Able to deal with changing circumstances and challenging situations whilst still achieving key objectives.
* Takes opportunities to develop and stretch yourself, and be passionate about developing your career within Minster Law.
* Ability to effectively motivate, engage, and lead a team through creativity within incentives and individual management to meet business unit objectives.
* Sound claims and industry experience with, in particular, good knowledge of personal injury claims.
* Desire and ability to build relationships and work as part of a flexible leadership team focused on delivering through people.
* Resilience - able to deal with changing circumstances and challenging situations while still achieving objectives.
* Strong communication skills, excellent time management, and organisational skills.
* Passionate about delivering excellent customer service and target-driven, ensuring the right outcomes for customer.
* Maintains a positive attitude and stays self-motivated even in the face of adversity.
* Comfortable working towards shared targets and goals.
* Positive and innovative approach to problem-solving.
* High standards of work quality, attention to detail, and organisational skills.
* Excellent numeric and literacy skills and proficient user of Microsoft Word, Excel, and PowerPoint.
Personal Development
You will have regular 1:1 meetings with your line manager to review your performance against your objectives and identify any areas for development and/or required support. There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law.
Working Hours
Claims Services is currently open from 8am–9pm Monday to Friday and 9am-6pm Saturday. Full time hours will consist of a dedicated shift pattern within these times, working an average 39.5 hours a week. You may be required to work any shift in the above opening hours with a degree of flexibility required to work additional hours as appropriate to meet business needs. We have various shifts patterns for part time hours which will be detailed in your contract.
What’s in it for you:
* A salary between £23,000 - £27,500.
* An annual discretionary bonus scheme.
* Hybrid working, offering our colleagues flexibility to work where they can provide the best support to our customers and colleagues alike.
* 25 days holiday, which can increase up to 30 days in line with service.
* “Time for Me” days which gives you the opportunity to take up to 12 additional days per year through condensed working.
* Working in a platinum-accredited Investors in People organisation that’s committed to your development.
* And much more, see our full list of benefits .
Equal opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.
We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read our commitment to equality and diversity .
The Recruitment Team at Minster Law would like to thank you for applying for Employment with us.Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.
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