Job Description
Job Summary
This is a role supporting the Team Manager or Head of Fast Track with the performance, development and technical supervision of a team of RTA Fee Earners and administration support. Delivering excellent service to our clients whilst ensuring consistency of process and delivery of KPIs within Minster Law.
Core Responsibilities
* Understanding of the divisional financial plan, and to set targets, strategy and tactics based on the same. Deliver financial target.
* Completing monthly one-to-one meetings, mid-point and end of year appraisal reviews in line with company policies.
* Monitor all aspects of performance in line with targets and be responsible for agreed KPIs.
* Monitor call performance to ensure telephony KPIs are achieved.
* Responding to and Managing of Client complaints ensure complaints are handled in accordance with the Law Society and company policies and procedures. That these are kept to a minimum with feedback documented in relation to the same.
* Ensure the team complies with the DPA by carrying out regular call listening checks.
* Close monitoring of all Case Progression MI.
* A commitment to mentoring, coaching and embedding new working practices and procedures
* Complete monthly management controls and act on and make recommendations based on the outputs of the same.
* Provide technical guidance on issues relating to personal injury cases, both litigated and non-litigated in order to drive litigation strategy whilst improving efficiency and quality of referred cases
* General understanding of HR policies in relation to probation, 1-2-1s / personal development plans / performance reviews and investigations.
* Fully up to date on the pre action protocols, costs regimes and tracks for different cases.
* Assess the training requirements for the team and liaise with peers and Head of Track
* Conduct Monthly Team Performance Meetings
* Have a strong understanding of SRA rules and manage Team around all aspects of billing, housekeeping, compliance and monies held on account in accordance with clear targets,
* To undertake any other tasks as deemed relevant and reasonable by the business
Key Performance Indicators
The following KPIs will apply to you; this is not exhaustive and may change as the business develops:
* To achieve planned results for Fast Track
* To achieve SLAs as agreed with your Line Manager
* To demonstrate development and competence of Fast Track Teams
* To support the engagement of the team, resulting in improved team output and performance
Your performance will be reviewed on a monthly basis through one-to-one meetings with your Line Manager.
Person Specification
* Interest and experience mentoring junior or developing colleagues.
* Demonstrate clear direction, taking accountability for the teams objectives and performance.
* Strong communication skills and excellent time management.
* Proven track record of dealing with personal injury claims to include Part 7 litigation. And or
* Proven track record of dealing with MOJ Portal personal injury claims, including Portal stages 1-3.
* Understanding of or exposure to OIC and Intermediate Track Case Tracks.
* Strong technical ability with practical knowledge of all Fast Track procedures.
* Clear understanding of MI.
* Commitment to delivering excellent client care.
* Previous team management/ team leader/ supervisory experience desirable and to include performance management, achievement of objectives and motivating/developing individuals.
* Excellent numeric and literacy skills, with strong Microsoft Word, Excel and PowerPoint.
* R - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
* Maintains a positive attitude, self-motivated and uses own initiative.
* High standard of work quality, attention to detail and organisational skills.
* Positive and innovative approach to problem solving.
Personal Development
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
Working hours are defined as Monday Friday 09:00 17:00 with 1 hour lunch per day.
Travel
We currently offer a hybrid working model, but the successful candidates place of work will be our Wakefield office. It is anticipated that the successful candidate will be required to work on site at least 2 days a week.
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