Team Leader

7 months ago

Bristol, United Kingdom Direct Line Group Full time

**New ways of working**

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.

We’ve ditched the daily commute for a virtual first approach. If you do come into the office, there are exciting workspaces and zones you can use, depending on the type of work you are doing

We have an exciting opportunity for an experienced **Team Leader **to join our **Bristol **based **Legal Advice **team, on a full time and permanent basis.

**The role**

This is a dynamic and varied role leading our Legal Advice Line: a front-line service direct to customers, answering legal queries and giving technical and practical advice on dispute resolution to Legal Expenses policyholders on a range of topics from contract and consumer disputes to employment or personal injury disputes.

Reporting to the Commercial Operations Manager, you will provide operational and people leadership to the Legal Advice Line team on potential claims including complex and/or high value, maximising team engagement and performance and optimising utilisation of resources to deliver the best possible customer experience whilst achieving all service level and operational targets.

Based in our central Bristol office, you will be part of a wider management team who support each other to ensure overall expert performance to the DLG Legal Expenses Claims Department and their customers, from the initial call to resolution of their claim.

**What you will be doing**
- Proactive resource planning and management within the Legal Advice Line team and across the department, including capacity planning, recruitment, absence and succession/talent management.
- Management, in conjunction with the other team leaders within the function, of workload allocation/workflow to ensure delivery of DLG Legal Services service standards and to maximise productivity across the department.
- Management and development of individual team member performance in line with the DLG performance and development framework, setting clear and stretching expectations, regularly discussing progress, coaching, and motivating to maximise individual engagement, performance and potential.
- Acting as an escalation point for the Seniors within the team and taking key decisions where there are potentially significant cost, risk, customer and/or reputational implications.
- Supporting and facilitating individual development through coaching, training needs analysis and, in conjunction with HR and/or the Legal Practice team, sourcing and scheduling training and development interventions.
- Creating and maintaining a high-quality of employee experience and engagement by delivering excellent team communication, understanding, and responding to your team members’ motivations and drivers and fostering a rewarding and enjoyable work environment.
- Embed and reinforce a customer-focused culture where the customer journey, ease and experience is front of mind at all times and where every team member takes full ownership and accountability for delivering the best possible service for the customer.
- Acting as positive change agent - contributing to the effective continuous improvement of the team and business performance through the identification of potential opportunities for improvement, input into the design of changes and the support and championing of the implementation of change.
- Role modelling of the desired work ethic, customer focus, commerciality and values.
- Ensuring compliance with all relevant DLG people management processes and procedures when applicable, e.g. disciplinary, grievance, absence management.
- Contributing to the monitoring and management of their team’s and wider function’s budget performance.
- Ensuring compliance within their team with all applicable internal complaints and SARs processes.
- Auditing calls to ensure quality of advice and adherence to policies and procedures (TQRs)
- Providing support to the Customer Reception Team through their Team Leader or directly when required.

**Who we are looking for**
- Minimum of law degree or LPC qualification
- Significant experience and knowledge of contract and consumer, property, travel law, employment and inheritance law, motor prosecutions.
- Experience of handling challenging callers or sensitive matters
- Experience of working within a telephony, service delivery environment
- Experience of supporting, coaching or mentoring junior members of staff
- Understanding of legal expenses insurance
- Strong knowledge of working with Microsoft Excel and MI

Preferred
- Experience of working within a legal services environment
- Basic knowledge of Scottish/NI laws and principles

**Working Hours**: 35 hours Monday
- Friday

**Home Working**: 3 days from home / 2 days from our Bristol (BS1) offic

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