Deputy Team Manager - LVI in Liverpool

Job Purpose

The LVI Deputy Team Manager will assist the Team Manager to ensure the efficient handling of claims and provide leadership and guidance to the team. This role requires a strong focus on operational excellence, customer satisfaction and compliance with industry standards. The Deputy Team Manager will step in for the Team Manager when necessary to help drive development of the team’s capabilities while maintaining a high level of performance.

Key Responsibilities

• Support the Team Manager in leading a team of LVI claims handlers and ensuring a high standard of performance.
• Providing guidance and coaching to team members on claims processing, customer service, compliance, and technical issues involving quantum liability and litigation.
• Assist in managing day-to-day team activities, workflows, and performance targets.
• Responsible for a high-volume caseload of Fast Track Personal Injury RTA claims, making use of the firm’s Case Management Systems and using the agreed internal procedures and practices.
• To progress a caseload in a manner to ensure that clients receive appropriate, professional, timely and pertinent legal advice, with regular contact, whilst managing their expectations.
• To deal with cases with denial of liability and causation arguments with minimal supervision.
• To be able to assess liability and quantum to include reviewing medical reports, researching and obtaining relevant case law, drafting schedules of special damages and assessing suitable awards for compensation.
• To identify early those cases where proceedings would be tactically beneficial to litigate and to do so expeditiously.
• Take a practical but commercial approach to settlements and advising clients as to litigation/cost risks.
• To ensure that the team are achieving the right outcome for clients and optimising each client’s claim.
• Monitor workloads and allocate work as necessary.
• To ensure understanding and compliance with internal SLAs, policies and procedures.
• Manage team performance in line with business and team objectives, be accountable for their financial performance and delivery against the agreed KPIs.
• Ensure the team delivers an excellent level of customer service, is managing the client’s expectations and proactively progressing their claim.
• Managing the risk within your team including completion of Supervisor entries, producing and monitoring relevant reports such as Not Worked on (NWOs) and Limitations.
• To highlight any potential risks to senior management and the Compliance department.
• To review and complete all agreed management checks, such as Directions, audits and Limitation supervisor entries and analyse daily MI.
• Keep up to date with all industry changes including case law, legislation and other matters of relevance.
• Liaise with Team Manager and HR regarding any staff issues.
• Handle complaints in accordance with the firm’s internal Complaints Procedure.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Experience And Knowledge

• Experience of managing your own caseload.
• Solicitor or Member/Fellow of CILEX, or candidate with relevant suitable experience.
• A solid working knowledge of CPR legislation and relevant case law.
• Excellent litigator with strong drafting skills and the ability to negotiate appropriate settlements at the optimum time.
• The candidate must also have a sound knowledge of LVI/Fraud claims.
• Competent working with a case management system and good knowledge of MS Office.
• Ability to provide clear direction and take accountability for the team’s performance and objectives.
• Previous team management experience to include achieving objectives, performance management, motivating staff.
• Maintain a positive attitude, self-motivated and uses own initiative in problem solving.
• Able to deal with a fast-paced changing environment whilst still achieving objectives and motivating team to do so.
• Takes opportunities to develop and stretch themselves and be passionate about developing a career in personal injury.

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About Us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years. We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations. We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support. As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best. We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow. No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

Benefits

• 25 days’ holiday plus bank holidays
• Hybrid working model
• Holiday buy and sell
• 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
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy