The main responsibilities of a File Opener, to undertake a wide range of tasks, Working as part of the biggest support team in Keoghs. We are a fast paced, hardworking and target driven team.
The file opening team opens around 4000 files per month for all areas of the business and therefore completes work on all types of claims including Motor, Commercial Litigation, EL/PL, and for over 40 clients with individual requirements.
The role of the file opener will be to liaise via telephone to clients, courts and claimant Solicitors to obtain any necessary information then to open files within various different strict client deadlines.
The role requires the attention of the individual to identify the urgency of a new instruction, and input the required information into the case management system in order to prepare the file for immediate work by the Fee Earner. The file opening role includes assessing the information you have to determine which division it needs to be allocated to and which team using Specific client Guidance.
Three competency pay bands to progress through. A great opportunity to develop a vast amount of technical skills and knowledge and a great team for career development.
Key Accountabilities
Ensuring that they always act in line with the Data Protection Act, SRA Standards and Regulations, and the Lexcel Manual
Working together to process new instructions daily within SLA’s
Ensure that they achieve their objectives
Receiving all new instructions from the post room, and conducting an initial review to identify level of criticality, division and accident type
Making calls where required, to clarify information or team allocation
Inputting case details to system, ensuring accuracy and speed of allocation to fee earning team
Prioritising own workload throughout the day depending upon criticality and time received
Ensure a full traceability record of all files through the use of delivery spreadsheets
Promptly and professionally dealing with queries received internally within Keoghs, or externally from clients
May also be required to assist other functions within the Business Support Unit, with any of the following tasks:
Administrative support
Closing files on the case management system
Sorting & distributing post, which may include transporting files between our Bolton offices
Assisting Reception
Responsibilities are the likely to increase as confidence of the individual grows in order to help progress onto the next available role.
Working Hours
35 hours per week
Monday – Friday 9am – 5pm with 1 unpaid hour for lunch
Working together to process new instructions daily within SLA’s
Ensure that they achieve their objectives
Receiving all new instructions from the post room, and conducting an initial review to identify level of criticality, division and accident type
Making calls where required, to clarify information or team allocation
Inputting case details to system, ensuring accuracy and speed of allocation to fee earning team
Prioritising own workload throughout the day depending upon criticality and time received
Ensure a full traceability record of all files through the use of delivery spreadsheets
Promptly and professionally dealing with queries received internally within Keoghs, or externally from clients
May also be required to assist other functions within the Business Support Unit, with any of the following tasks:
Administrative support
Closing files on the case management system
Sorting & distributing post, which may include transporting files between our Bolton offices
Assisting Reception
Responsibilities are the likely to increase as confidence of the individual grows in order to help progress onto the next available role.
Working Hours
35 hours per week
Monday – Friday 9am – 5pm with 1 unpaid hour for lunch
Experience, Skills and Qualifications
5 or more GCSE Grade A-C including Maths & English
Competent IT user
Excellent organisation skills
Ability to work under pressure to targets
Excellent attention to detail
Confident telephone manner
Self-Motivated
Ability to adapt to ever changing processes and grasp new work easily
A great eye for detail & accuracy
Confident in problem solving and able to work on their own initiative
Must be able to demonstrate high standards in numeracy and literacy.
Ability to work as part of a team
Excellent communication skills
Behaviours - displays a positive and professional attitude towards their work and colleagues in line with Keoghs Shared Behaviours
Communication – ability to adapt communication style to ensure a mutual understanding is achieved both with customers and colleagues
Planning & Organisation – ability to structure, manage and prioritise workload accordingly
Adaptability – ability to adapt to different situations and tasks, whilst maintaining quality and service
Quality of Service – to be able to demonstrate an understanding of all detailed aspects of the service and function, and how that contributes to the success of the division
Desirable:
Data input experience
Telephone experience
Customer service experience
Competent IT user
Excellent organisation skills
Ability to work under pressure to targets
Excellent attention to detail
Confident telephone manner
Self-Motivated
Ability to adapt to ever changing processes and grasp new work easily
A great eye for detail & accuracy
Confident in problem solving and able to work on their own initiative
Must be able to demonstrate high standards in numeracy and literacy.
Ability to work as part of a team
Excellent communication skills
Behaviours - displays a positive and professional attitude towards their work and colleagues in line with Keoghs Shared Behaviours
Communication – ability to adapt communication style to ensure a mutual understanding is achieved both with customers and colleagues
Planning & Organisation – ability to structure, manage and prioritise workload accordingly
Adaptability – ability to adapt to different situations and tasks, whilst maintaining quality and service
Quality of Service – to be able to demonstrate an understanding of all detailed aspects of the service and function, and how that contributes to the success of the division
Desirable:
Data input experience
Telephone experience
Customer service experience
Benefits
- Davies Incentive Plan
- 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
- Simply Health Care Cash Plan
- WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
- Death In Service – after 1 years’ service
- Pension Contribution based 5% Employee / 3% Employer
- Employee Resource Groups
- Employee Volunteering Programme
- Cycle to Work Scheme*
- Tech Scheme*
- Season Ticket Loan*
- Gym Flex*
- Access to Online Discount Sites
- Discounted Gourmet Society Membership
- Discounted Tickets for Merlin Attractions nationwide
- Discounts at local retail outlets
*after successfully completing probation
