Professional Indemnity Officer

5 months ago

Bolton, United Kingdom Keoghs Full time

To assist the QRC team in the management and resolution of incidents giving rise to complaints and potential indemnity claims that are notified under the firm’s Incident Reporting process; ensuring that all incidents are appropriately recorded and managed, and that complaints are resolved in accordance with Keoghs’ complaints handling framework and regulatory requirements.
The role will sit within the firm’s Quality, Risk and Compliance Team, based at Parklands. The QRC team is managed by the Risk & Compliance Manager, who reports to the Compliance Officer for Legal Practice (COLP) who has overall responsibility for the function. On the job training will be provided where necessary.

**Key Accountabilities**
- Key Accountabilities
- Review, categorise and accurately record all reported incidents, using the relevant QRC reporting tools, identifying and correcting any errors in reports received from the business;
- Determine the corrective action required and effectively communicate this to the teams; ensuring that all parties have a clear understanding of what is expected of them;
- Establish and maintain contact with key stakeholders in order to manage the progress and resolution of individual claims, ensuring the desired outcome is achieved;
- Via key stakeholders, manage the way in which we communicate with both the insurer client and the lay client, to ensure that we do not breach the terms of our professional indemnity cover;
- Manage claims, with supervision where required, that fall within the terms of our Small Claims Handling Authority (SCHA) engaging with relevant stakeholders across the business in order to agree optimum claim outcomes that minimise Keoghs’ indemnity spend, and recording all outcomes in accordance with QRC reporting and MI processes.
- Externally notify to our professional indemnity insurance brokers any claims which exceed our SCHA (“large” claims) and thereafter manage such large claims, with supervision where required, engaging with relevant stakeholders across the business in order to agree optimum claim outcomes that minimises Keoghs indemnity spend, and recording all outcomes in accordance with QRC reporting and MI processes.
- Ensure that complaints are dealt with in accordance with the firm’s complaints handling framework, agreed procedures and timescales; including managing the diary for complaint responses;
- Review Final Decision letters (FDL) drafted by others in response to complaints; ensuring that all responses are appropriately worded, comprehensive, convey the right message and communicate our findings clearly and simply;
- Liaise with the relevant regulators and assist in the resolution of complaints referred to them;
- Ensure that the results of any investigations are captured on the appropriate record keeping system in a timely and accurate manner;
- Assist with the internal reporting of claims and complaints data; including preparation of the monthly quality report;
- Assist with the regular reporting of complaints data to insurer clients and regulators;
- Develop and maintain effective working relationships with members of the QRC Team, file handlers and non-file handlers, professional indemnity insurers, and other key stakeholders, including the Client Account Managers (CAMs), the Technical Directors (TDs) and the Business Unit Directors (BUDs);
- Prepare for and attend monthly quality meetings; to include taking and circulating minutes where required and updating as needed;
- Implement and manage the annual professional indemnity questionnaire ahead of renewal;
- Manage the completion of the annual proposal form and collation of data/documentation required to support our professional indemnity renewal negotiations;
- Observe Keoghs’ Values
Working Hours
35 hours per week
Monday - Friday 9am - 5pm with 1 unpaid hour for lunch.
Primary location for this role is Bolton - hybrid

**Experience, Skills and Qualifications**
- Essential Skills and Attributes:

- Experience of working in a regulated environment; for example a law firm, insurance or other financial services sector
- File Handling experience
- Excellent listening, verbal and written communication skills
- Ability to remain calm under pressure and meet deadlines
- Strong IT skills, including Outlook, Word and Excel;
- Attention to detail & accuracy
- Good coaching & problem solving skills
- A good team player who supports their colleagues and shares knowledge
- Ability to adapt to changing priorities and work on own initiative
- Ability to factor into the decision making process the wider commercial issues
- Adaptable and flexible with a positive ‘can-do’ attitude
- Methodical and organised approach to work
- Ability to maintain confidentiality at all times
- Enthusiasm for continuous improvement
- Knowledge of Professional Indemnity is desirable but not essential
Values
Our culture is focused on making Keoghs sustainable and successful for our people and clients, with this our four

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