Complex Legal Advisor in Cardiff

Job Purpose

To manage a caseload of both litigated and non-litigated personal injury claims, with a primary focus on Road Traffic Accident (RTA) matters.

This includes handling complex cases that have exited the portal, typically fast track or lower-value multi-track claims.

These cases often involve overlapping injuries, significant pre-existing conditions, stayed proceedings, and/or challenging client circumstances.

The role requires progressing such claims to a satisfactory resolution, with a key emphasis on transitioning them from portal to fast track and/or multi-track stages, while maximising both damages and recoverable costs.

The role is responsible for maintaining regular and proactive communication with both lay and insurance clients throughout the lifecycle of each claim.

Build rapport through calls and meetings to ensure consistent service delivery and foster insurer loyalty to the firm.

Verify the authenticity and validity of claims by engaging with clients on complex or sensitive files.

Develop strong client relationships to minimise complaints and enhance the firm’s reputation.

Keep insurers fully informed of claim progress to mitigate potential exposure and maximise savings.

Ensure all heads of claim are discussed with clients from the outset and revisited throughout the claim.

Collect all relevant documentation from clients at the earliest opportunity.

Obtain medical reports and progress claims efficiently and within appropriate timeframes.

Discuss liability and quantum offers with relevant parties, prioritising telephone communication over written correspondence where possible.

Advise clients on contributory negligence issues as they arise.

Prioritise and manage daily incoming correspondence, addressing urgent matters promptly and handling remaining items in order of importance and productivity.

Drive portal claims into Fast Track and/or multi-track, maximising damages and recoverable costs.

Deliver excellent client service and secure positive outcomes.

Support junior or less experienced team members with client, referrer, agency, and procedural queries.

Collaborate with the Team Leader and/or Head of Department to take on more contentious files under supervision, expanding personal expertise.

Where applicable, increase the number of Multi-Track cases within the caseload to further develop professional experience.

Key Responsibilities

• Maintain regular and proactive communication with both lay and insurance clients throughout the lifecycle of each claim.
• Build rapport through calls and meetings to ensure consistent service delivery and foster insurer loyalty to the firm.
• Verify the authenticity and validity of claims by engaging with clients on complex or sensitive files.
• Develop strong client relationships to minimise complaints and enhance the firm’s reputation.
• Keep insurers fully informed of claim progress to mitigate potential exposure and maximise savings.
• Ensure all heads of claim are discussed with clients from the outset and revisited throughout the claim.
• Collect all relevant documentation from clients at the earliest opportunity.
• Obtain medical reports and progress claims efficiently and within appropriate timeframes.
• Discuss liability and quantum offers with relevant parties, prioritising telephone communication over written correspondence where possible.
• Advise clients on contributory negligence issues as they arise.
• Prioritise and manage daily incoming correspondence, addressing urgent matters promptly and handling remaining items in order of importance and productivity.
• Drive portal claims into Fast Track and/or Multi-Track, maximising damages and recoverable costs.
• Deliver excellent client service and secure positive outcomes.
• Support junior or less experienced team members with client, referrer, agency, and procedural queries.
• Collaborate with the Team Leader and/or Head of Department to take on more contentious files under supervision, expanding personal expertise.
• Where applicable, increase the number of Multi-Track cases within the caseload to further develop professional experience.

Experience & Knowledge

• A Solicitor or CILEX qualified experience in the personal injury field technical Fast Track claims
• Portal experience is essential as a number of the cases referred into the team are stayed and require applications to lift or extend the stay.
• Experience of dealing with complex claims or claims which are technical in nature
• A proven track record of running a successful fast and/or multi track caseload within a personal injury environment
• Excellent client care and analytical skills, to include providing written and oral advice in a clear concise manner
• Have a good working knowledge of the CPR and/or and other relevant case law and/or legislation and progressing defences in a timely manner in accordance with the CPR.
• The ability to liaise and build up a rapport by using effective communication with all external agencies during the life of a claim including medical agencies, investigators, barristers etc.
• The ability to create and foster a “can do” culture to raise efficiency and productivity
• Good IT skills with a sound working knowledge of Solcase or a similar case management system and essential MS Office knowledge
• Excellent time management and organisational skills, with a calm and methodical approach to work, and a flexible and adaptable attitude to resolving issues

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

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

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
• 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
• Travel Loan
• 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
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