Team Leader

**Description**:
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 Responsibilities**:

- 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.

**Skills, Knowledge and Expertise**:
**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 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.

**Personal Development**:
Team Leaders will be provided with on-going training opportunities to ensure they feel fully equipped to deal with all the operational and people issues that arise. They will also receive the support of their BUD and HR. As experience is gained they will be encouraged to further develop their knowledge and leadership skills through approved courses or diploma study which will enable them to aim for higher level management roles such as Business Unit Director.

**Competencies**:

- Effective Communication
- Leadership
- Coaching & Developing
- Prioritising and Organising
- Client Skills
- Adaptability
- People Skills
- Commercial Awareness
- Drive to Succeed

Values
Our culture is focussed on making Keoghs s