Legal Assistant

**Job Purpose**

To be responsible in assisting a Senior fee earner in all aspects of litigated and non-litigated, serious, catastrophic or less serious personal injury claims.

**Key Duties and Responsibilities**
- To speak to new clients and take instructions using set scripts on behalf of the Serious Injury and Multi Track teams.
- To ensure the client is reassured and confident in our ability to look after their case.
- To accurately record all relevant information pertaining to the index accident ensuing that all key information is captured and recorded accurately on the system.
- To advise the client of the next steps and ensure that the client is happy and understands the next steps before the call is ended.
- It is expected that you would contact the client on the same day that the case is referred to you to make the call.
- In the event that you have been unable to make contact with the client in the initial call, you should continue to make efforts to contact the client for 72 hours. If you have been unable to contact the client within this time scale despite repeated attempts this must be highlighted with your team manager.
- If when you call the client it is an inconvenient time for them to speak you must agree with the client a suitable time to call them back and ensure that call is made at the agreed time.
- If you consider the client has any vulnerabilities as defined in your initial training you must ensure that this vulnerability is documented and flagged on the system.
- If the call to the client is prolonged or more difficult due to their vulnerabilities then you must document why the call was prolonged and the vulnerabilities that caused the call to be prolonged.
- Ensure that you take the appropriate time with clients to take instructions so that they do not feel rushed but at the same time you manage the call to ensure you obtain all key information.
- To flag to your team manager any comments, concerts or gut feelings that you have about the case.
- Be able to identify subtle head injuries and ask relevant questions to ascertain the nature of injuries suffered and escalate to your fee earner manager
- Engage with mentoring and training other team members as required by your manager or Department Head.
- To act professionally at all times and deliver outstanding client service.
- To carry out administrative or low level fee earnings tasks If requested by any member of the SI or Multi Track Team.
- Due to the nature of the job this is an office based role to ensure appropriate levels of support can be provided. Hybrid working may be considered in the future.

**Experience & Knowledge**
- Excellent communication skills.
- You must be confident on the telephone, articulate, patient and empathetic.
- Sometimes it may be necessary to call a client out of normal office hours.
- Good IT skills
- Excellent time management and organisational skills, with a calm and methodical approach to work and a flexible and adaptable attitude to resolving issues
- An ability to perform under pressure
- To know own limitations and when to ask for help and support
- To immediately flag any mistakes or worries

**About us**

We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.

Our team’s insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

**Benefits**
- 25 days' holiday per annum
- Holiday buy and sell scheme
- Hybrid working model (in relevant role)
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support