Claims Manager

Overview

Defence Claims Manager To provide day to day management of a corporate client motor defence team including the overseeing of the agreed service, staff performance and client care to ensure the consistent delivery of a premium service through the optimum use of all processes, systems and resources. How you'll make an impact Personal Responsibilities To act with honesty and integrity at all times, leading by example and promoting a positive and willing attitude to all. To work closely and professionally with the SSL and GB Management teams to deliver a premium client service and achieve the aims and targets of SSL. To act as the key conduit between the claims handlers and the SSL and GB Management team. Client Responsibilities To work with the SSL and GB Management team in documenting defence procedures, developing and maintaining client relationships and preparing for and attending client service reviews. To be responsible for training claims handlers in respect of client procedures and to monitor the work of team claims handlers to ensure that client service level agreements and “key performance indicators” are maintained and always met during the course of the service provision. To ensure that the data held on the case management system is to a sufficiently high standard and work with SSL and GB Management team and IT support in the preparation of client reports. To ensure that the team achieve and maintain full compliance with all office protocols, client service level agreements and client “key performance indicators”. Internal Measure and Financial Responsibilities To be responsible for the teams’ delivery on specified targets and controlling the claim lifecycle as well as contributing to financial targets and feeding back to the SSL and GB Management team in respect of the on-going achievability or otherwise of the goals set out by the SSL and GB Management team. To assist the SSL and GB Management team in recovering outstanding client bills and aged debt. People Responsibilities To assist the SSL and GB Management team with recruitment into the client service team and to conduct formal probationary reviews, appraisals and other performance management; To liaise with team claims handlers and the HR Manager to arrange and co-ordinate absences and the return to work; Working with the SSL and GB Management team to identify any developing issues and ensure that they are dealt with in a fair, timely and professional manner at all times, seeking advice and support from HR where necessary; To work with the SSL and GB Management team to identify organise and implement training needs for all team claims handlers. Helping develop team claims handlers, particularly new employees with guidance and clear direction around expectations; To provide structure and guidance when delegating responsibility to deputy (where appropriate), claim handlers and other staff including where possible the agreement of specific requirements, timescales, escalation procedures and a defined commencement and conclusion. Case Responsibilities To be a technical referral point from claims handlers and both on pre-and post-litigated claims. To be responsible for reviewing and signing in/out all post when received/despatched. To be aware of the nature of the files held by the team and seek to recognise and identify any issues with those files before any problems occur or alternatively to assume ownership of contentious or complaint cases, working with the SSL and GB Management team to resolve the same. Have capacity to manage and maintain files if and when needed. These files should be commensurate with the position of Team Manager i.e. high profile cases, complaint cases etc. Cases should transfer between the Claims Manager and the team handlers as appropriate. To assist with the auditing of claim files (when required) and to contribute to arising action plans, improvements and changes in process and procedure that becomes necessary. About you Enthusiastic positive person with a “can do” approach; A “people” person with good interpersonal and communication skills; Good leadership skills; able to motivate and lead by example; Ability to cope under pressure and respond to demands; Adaptable to change; Good organisational skills; Self-motivation and good use of initiative; Good mentor; Ability to work independently and as part of a team; Experience of handling motor / litigated claims is essential (defendant experience would be considered); Previous management experience would be an advantage; A strong motor claims track record. Why Strata Solicitors? Strata Solicitors is a niche law-firm whom provide a high-end quality service with a strong brand and reputation within the corporate market. We have a number of departments within Strata Solicitors (both legal and insurance based); noting too additional areas within our parent company Gallagher Bassett, both business enabling you to progress your career in whichever direction you desire. At Strata Solicitors, we are proud of our company values; we value our people as our most important asset. We invest substantially in training and provide long-term career opportunities, to ensure that our employees are equipped with the knowledge and skills to perform at their best. By joining Strata Solicitors, you are joining an organisation who will present opportunities that not only enable our company to remain an industry leader which continues to grow but also provide employees with realistic opportunities to achieve success and personal growth. What can Strata Solicitors offer you? Financial support with reference to Qualifications, and Learning and Development Courses 25 Days Annual Leave, Plus Bank Holidays Pension Package Subsidised Gym Membership Life Assurance Group Income Protection Season Ticket Loans Gallagher Benefits Choice Portal Employee Stock Purchase Plan Do you feel you meet the criteria for the position of Defence Claims Manager? If so, we encourage you to

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