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Responsibilities
* Being accountable for the operational performance of a team, with targets aligned to;
* Individual handler productivity
* Attainment of client KPIs including SLA management and indemnity spend
* Robust control of internal billing procedures
* Authority based technical supervision of credit hire and/or personal injury files
* Being effective in managing the expectations of their immediate line manager and delivery of objectives on a continuous basis
* Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning
* Maximising the personal development of team members, identifying training needs and creation of succession planning
* Providing an environment where team members feel motivated and deliver excellence
* Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators
* Ensuring adherence to strategies of claims handling by individual claimant firms and CHOs, including providing feedback to the Business Unit and Tactical Directors to articulate challenges faced and successes
* Managing team members according to the firm's policies and employment laws, ensuring HR procedures such as appraisals, discipline, and grievances are followed
* Dealing effectively with complaints through agreed handling processes
* Communicating with clients and developing relationships with key stakeholders
* Ensuring compliance with the SRA Standards & Regulations
* Adhering to the Keoghs Values
Working hours
35 hours per week, worked 9am to 5pm, Mondays to Fridays, with 1 hour for lunch
Skills, Knowledge and Expertise
* Understanding and previous management experience of credit hire claims
* A track record of high performance in KPI-driven environments
* Ability to produce and interpret team performance reports
* Excellent listening and verbal communication skills
* Ability to relate to individuals and understand their needs in terms of direction, delegation, learning style, etc.
* Ability to influence others
* Ability to remain calm under pressure
* Ability to take constructive feedback and set personal goals for improvement
* 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 our five values at the heart of everything we do:
* We are connected
* We are dynamic
* We are innovative
* We succeed together
Benefits
* Davies Incentive Plan
* 25 days holiday per year, increasing with service level (opportunity to buy & sell 3 days)
* Family Cover Private Medical Insurance (Bupa), with options for family coverage within the first month
* Simply Health Care Cash Plan
* WeCare - 24/7 online GP, mental health support, and virtual wellbeing resources
* Death in Service
* Critical Illness Cover
* PHI/Ie Protection (Private health insurance)
* Pension Contribution: 5% Employee / 3% Employer
* Employee Resource Groups
* Employee Volunteering Programme
* Cycle to Work Scheme*
* Tech Scheme*
* Season Ticket Loan*
* Gym Flex*
* Access to Online Discount Sites
* Discounted Gourmet Society Membership
* Discounted Tickets for Merlin Attractions nationwide
* Discounts at local retail outlets
*After successfully completing probation
Job ID c94c7436-90fb-400b-b080-3a647163a20a
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