Job Purpose To support the Team Manager and Head of Department in the leading of the Minor Traumatic Brain Injury Team (part of the Intermediate Track Team), ensuring the effective management of a case load of personal injury claims. The Deputy Team Manager plays a key role in maintaining operational efficiency, supervising team members, monitoring performance, and contributing to service delivery and strategic goads. Key Responsibilities To support the running of the Minor Traumatic Brain Injury Team (part of the Intermediate Track Team) on a day to day basis, To run your own case load of Intermediate track cases (reduced to reflect managerial responsibilities). To work with the Manager and Head of department to identify improvements and efficiencies, To ensure that cases are allocated to an appropriate file handler within the team in a timely manner upon receipt to instructions, To ensure that all minor brain injury cases are appropriately investigated and if necessary escalated to the Serious Injury team as early as possible, To ensure that appropriate cases are dropped from the OIC portal as soon as possible, To ensure that the team is properly equipped with the right knowledge and soft skills to carefully and empathetically handle cases where the customer has suffered a minor traumatic brain injury, To complete bi monthly (or as regularly as instructed) one to one meeting with all of the team where staff wellbeing is discussed as well as commercial performance metrics. Maintaining accurate records of those discussion and documenting agreed action points. Thereafter, ensuring that any action points and targets have been dealt with/met, To encourage the career development of the team members, To review files with the team on a regular basis to ensure that you are satisfied that we are delivering an excellent level of service to our customers, To ensure that expressions of dissatisfaction and complaints are kept to a minimum by early intervention and resolution, Ensuring the team maintains good levels of communication in an efficient manner. To carry out and perform RTWs, deal with day to day staffing matters and provide general managerial support and guidance within the team, To deal with complaints as and when required within the team – liaising with clients and auditing phone recordings if necessary, To assist in the investigation and reporting of any performance and/or disciplinary issues, Act as liaison and mentor for The Apprenticeship Programme, To assist the Team Manager in dealing with technical problems/issues/files and/or complaints as and when they arise, providing general technical support to the firm, To provide effective people management to the and drive the right behaviours, leading by example, To assist the Defendant Manager and/Head of Technical with interviewing, training and general support across the department. Experience and Knowledge Experienced file handler with intermediate track case handling experience in the personal injury sector, Ability to compile and analyse data using Power BI, Commercially minded and able to see opportunities to optimise outcomes on cases, both for the client and the firm, To be able to motivate, lead and manage team performance ensuring delivery of robust quality claims handling, with a key focus on client outcomes, and reducing the life cycle of claims, maximising fee income and contributing to the general success of the business, Ability to provide clear direction and take accountability for the team’s performance and objectives, Able to run a case load and supervise others on Visual Files. 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 Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years. We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations. We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support. As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best. We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow. No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential. Benefits Minimum 25 days’ holiday plus bank holidays Holiday buy and sell scheme Hybrid working model 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 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