Litigated Credit Hire Team Leader

2 weeks ago

Bolton, Bolton, United Kingdom Keoghs Full time

Our credit hire team is the largest and longest-established in the UK, with over 200 colleagues, and acting for more Insurers & Broker clients than any other, but we don't do stuffy and formal; we are down to earth and enjoy the delivery of legal excellence.

We are incredibly proud of our reputation and of the work we do with our clients in defeating dishonest motor claims and developing strategies to identify and prevent new and emerging risks.

We are looking for like-minded people who want to join us in this exciting and important work, and who want to develop their career with us.

We are looking for all kinds of individuals that have a desire to progress and develop. Our promise back to you is to support you in reaching those career goals.

Many of our leadership team and technicians started their careers at Keoghs which underlines the development commitment to all our people.

Our culture is one of support, respect and recognition, so if you think you're a good fit then we'd love to hear from you.

The main purpose of the Team Leader within Credit Hire is to encourage, mentor and develop all members of the team to their maximum potential.

To ensure the team meets its objectives, KPIs, targets and to continuously improve the quality of the team's work.

Key Accountabilities

  • Being accountable for the operational performance of litigated handling employees
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 files up to the value of £25,000.
Ensuring adherence to the firm's qualitative framework, including litigation procedure and complaints.
Attainment of settlement targets and settlement income

  • Being effective in managing the expectations of line managers in terms of performance 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.
  • Continuously improving the quality of work in the team, conducting audits as required by administrative policies and procedures, giving feedback to team members and drafting and implementing improvement plans.
  • Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators.
  • Ensuring the adherence to, and creation of strategies of claims handling by individual claimant firms and CHOs. This will include meeting with the Technical Director to articulate challenges faced and relevant successes.
  • Preparing for and conducting Team Meetings, including disseminating information from Team Leader or Departmental Meetings to the team.
  • Managing team members according to the firm's policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
  • Effectively deal with complaints through agreed handling processes.
  • Speaking with clients and developing relationships with key stakeholders.
Working Hours
35 hours per week
Monday - Friday 9am - 5pm with 1 unpaid hour for lunch.

This is a hybrid working role and will be working 1 day in the office and 4 days from home.


Experience, Skills and Qualifications

  • Prior knowledge, skills and experience:
  • Has an understanding and management experience litigated credit hire
  • A track record of high performance in KPI driven environments
  • Ability to produce and interpret performance reports of the team and its individual members
  • Ability to nurture and encourage team members to give of their best
  • Excellent listening and verbal communication skills
  • Ability to relate to people as individuals and understand their particular 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 continuous improvement
  • Ability to remain fair and objective at all times

Technical knowledge to be developed:

  • Keoghs management processes (finance, people and operations)
  • Delegated Client Strategy and SLAs

Technical skills to be developed:

  • Ability to review other's case strategy and form a swift judgement.
  • Progression to full financial and handling authorities for the given client area.
  • Customer complaint handling skills.
  • Ability to review and consolidate management information to identify performance trends.
  • Ability to plan resource requirements and delegate work effectively.
  • Ability to set and manage objectives and targets.
  • Ability to interview/recruit.
  • Ability to review other's case strategy and form a swift judgement.
  • Progression

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