RAC have an exciting new position for a Legal Advisory Team Manager who will be based in our iconic Bradley Stoke office on a permanent, full time basis.
RAC Legal Services are part of the RAC group, one of the most recognised brands in the UK. Our hugely successful and expanding Legal Services business provides legal advice and Legal Expenses Insurance services to millions of our high profile corporate partners’ customers, consisting of some of the UK’s leading Insurer and Broker businesses. This advice is provided over the phone and offers support on a range of private law matters, such as employment issues, consumer rights, property disputes, personal injury and wills and probate.
The role is responsible for a team of up to 15 Legal Advisors, managing daily operational performance. You will help to ensure that the team meet operations performance targets through coaching, 121’s, feedback and development plans. Coming from a Law background you will help support the team with any complex legal queries alongside the Technical Leads.
The team currently work from 0800 -2000 Mon- Fri – hours for this role to be agreed, this is a hybrid working role offering flexibility to the successful candidate.
Operational Performance
1. Ensure the team delivers all necessary SLA’s and KPI’s measures.
2. Support the Operational Manager with the delivery of requirements, such as our Business Continuity Plan (BCP) any Implementation plans, new partnership accounts.
3. Ensure resourcing is effectively maintained and optimised. Match the working shift patterns of the team, to enable the appropriate management is in place during our opening hours as required.
4. Support the work of the Quality Assurance Manager by supporting completion of agreed levels of monitoring (FCA call quality, TCF, complaint cases). Work with the Quality Assurance Manager/s to implement quality/compliance improvements, and drive performance.
5. Informing, developing, motivating, and coaching direct reports to ensure that they have the knowledge and skill to lead their own team to deliver agreed targets and objectives, in addition to delivering a service that strives to exceed customer expectations.
6. Own and drive the Training and Development programme and its modules, both for new starters and existing staff, helping develop our team/reduce attrition rates.
7. Ensuring that own self and DR’s utilising performance review meetings to effectively communicate to improve morale, awareness, and performance. Undertake and support formal performance management for underperformance or poor conduct.
You will need…
To be a law graduate (LLB and post graduate qualification e.g. LLM, LPC/LSF or BVC) and/or equivalent legal/insurance qualification or allied industry gained work experience and ideally have good knowledge of insurance law and a thorough understanding and application of the law in general.
To be able to demonstrate excellent leadership skills and have evidence of leading a successful team in a customer facing environment or call centre.
To have a broad range of IT skills as multiple systems are used within the team.
In return, we offer…
At the RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, there’s also an annual bonus scheme in place. Plus, you’ll have all these extra benefits;
8. FREE Ultimate breakdown cover for you and your household worth up to £500
9. FREE on-site parking
10. Flexible benefits you can tailor to suit you
11. Free European Breakdown cover including 7 days car hire to continue your journey
12. Amazing employee benefits including additional discounts on big brands, hotel stays and days out
13. Share Colleague Scheme – a unique opportunity to become an owner of our business and share in the future success of the RAC!
Health and wellbeing benefits – including healthcare cash plan and private medical insurance and a number of lifestyle discounted benefits.