Training and Quality Lead

Legal Location: We are seeking an experienced and motivated Claims Team Leader to join our dynamic team, specialising in Employer’s Liability (EL) and Public Liability (PL) claims. This role is pivotal in ensuring the efficient management of claims while leading and developing a high-performing team. You will be responsible for driving operational excellence, maintaining compliance with regulatory standards, and delivering exceptional customer service throughout the claims lifecycle.
As a key leader, you will provide guidance and support to claims handlers, foster a collaborative environment, and implement best practices to achieve departmental objectives. Your expertise in EL/PL claims handling, combined with strong leadership skills, will enable you to manage workloads effectively, resolve escalated cases, and contribute to continuous improvement initiatives.
Lead, encourage, mentor and develop all members of the team to their maximum potential, to ensure the team meets its objectives and deliver their work standards as agreed in the client’s SLA, whist delivering commercial benefit to Keoghs. To continuously improve the quality of the team’s work.
The Team Leader will be responsible for :
Delivery of a quality service
In addition, the Team Leader will handle a small caseload (c.20) of complex casualty claims.
The Team Leader will report directly to the Deputy Business Unit Director and support other Team Leaders as and when necessary.
Take responsibility for establishing a high performance culture within their team
Take responsibility for own development, working under limited supervision
Be flexible in approach
Claims handling and team management
Review and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case
Approve payments within their financial authority levels
Undertake reviews for files handled within their team to ensure individual team members attain the required quality standards
Identify the teams’ training needs and recommend appropriate training solutions to meet performance requirements, drawing on the relevant expertise within the firm
Review files progressing to litigation and record reasons & lessons learned
Be competent and demonstrate leadership with all relevant IT (Microsoft), Case, BI, and the HR systems, contributing to projects including systems and process development
Drive continuous improvement in claims handling, ensuring adherence to client specific protocols, agreements and delivery of key performance indicators
Use appropriate systems to monitor staff performance, productivity, sickness and holidays
Hold regular 1-2-1s with staff to maximise performance and to acknowledge good performance
Assist in the recruitment of claims handlers and support staff when requested
Undertake presentations to colleagues at various levels in a manner which is motivational and sets expectations for quality and performance standards
Ensure compliance with statutory and regulatory requirements
Actively support and promote the firms values and policies in a professional manner
Client Management
Assist the Client Service Team with the preparation of client, team and sector analysis and statistics
Assist in bulk client file reviews to support policy year, pre-renewal or subject matter initiatives
Sound technical knowledge of EL/PL claims
People oriented with a desire to help others as well as an ability to manage performance where required.
Shows commercial awareness in understanding of the market and industry
25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
~ Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
~ Simply Health Care Cash Plan
~ WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
~ Critical Illness Cover
~ PHI/Income Protection (Private health insurance)
~ Pension Contribution based 5% Employee / 3% Employer
~ Employee Volunteering Programme
~ Cycle to Work Scheme*
~ Tech Scheme*
~ Season Ticket Loan*
~ Access to Online Discount Sites
~ Discounted Gourmet Society Membership
~ Discounted Tickets for Merlin Attractions nationwide
~ Discounts at local retail outlets

* after successfully completing probation