OIC Team Leader

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You will support, mentor and lead a team of Fee Earners to ensure they are meeting and surpassing all customer needs in a quality claims service environment. You will achieve this through embedding a customer-centric approach to performance and engaging your people to ensure they deliver an exceptional quality of service, accurate assessment of all claims, a consistent delivery of telephony & email SLA’s and timely progression of OIC Admitted cases through to settlement.

You will provide coaching and support to drive daily completion of required work and ensure optimum performance from all your team members.

Core Responsibilities

• Provide Technical guidance on issues relating to personal injury cases within the Small Claims Track (OIC), for non litigated matters.
• Provide coaching and support to your team members in order to drive optimum performance in line with quality and performance targets.
• Fully understand your people and their needs in order to effectively mentor and develop your team members, supported through regular 1:1s and implementation of PDPs.
• Support new advisors through successful probation periods, providing guidance, training and tailored coaching as required.
• Build and embed a positive customer-centric culture within your team through effective engagement, motivation and recognition.
• Drive continual improvements in the customer journey to realise optimum results against customer metrics such as NPS and CES and in particular, customer satisfaction for “Communication”.
• Closely monitor Case Progression MI, Outstanding Tasks, Emails & Telephone demands.
• Conducting regular meetings with the team and establish excellent communication paths with regular catch ups.
• Act as a role model to company values and behaviours and embed these within your team.
• Consistent delivery of key performance indicators on a monthly basis for call quality, performance and productivity targets.
• Understand relevant MI to drive performance and identify opportunities to put more customers on the road to recovery, ensuring records and reports are produced by agreed deadlines.
• Monitor call performance to ensure 80/20 telephony SLAs achieved daily.
• Contribute to the success of the unit through proactive daily performance and taking ownership for performance of the entire office floor when called upon.
• Ensure team members are suitably trained to provide correct liability and case risk assessments whilst simultaneously delivering an exceptional level of customer service.
• Complete regular call monitoring with your team to provide quality assurance and ensure all team members are meeting core regulatory requirements.
• To continuously learn and ensure you are aware of processes for the management of non straight forward OIC Claims, including Litigation and the pre issue checks required, limitation and the risks associated with failure to progress claims before 2 years old, Causation and the additional tasks required to substantiate the customers claim.
• Understand and apply HR policies and procedures in relation to conduct and performance management, probation, absence and disciplinary meetings, liaising with Senior Management and HR as appropriate.
• Interviewing and assessing of candidates in line with business requirements to ensure recruitment of the best talent based on competencies and behaviours.
• Take ownership of project work for the department and ensure successful delivery of objectives through effective time management, planning, and appropriate delegation.
• To ensure all monthly controls are concluded no later than the 3rd working day of each month and submitted for the OIC Claims Manager to review and approve. To evaluate, summarise & highlight any issues or concerns/patterns that may impact the business from a reputation or regulatory perspective.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Person Specification

• Previous team management/team leader experience, including performance management, achievement of objectives, and development of people.
• Ability to effectively motivate, engage, and lead a team through creativity within incentives and individual management to meet business unit objectives.
• Extensive claims and industry experience with, in particular, a sound knowledge of personal injury claims.
• Desire and ability to build relationships and work as part of a flexible leadership team focused on delivering through people.
• Experience in a fast-paced Contact Centre environment, ideally in a similar coaching, development, and leadership role.
• Resilience – able to deal with changing circumstances and challenging situations while still achieving objectives.
• Demonstrate clear direction, taking accountability for the team’s objectives and performance, including bi-annual engagement scores.
• Strong communication skills, excellent time management, and organisational skills.
• Passionate about delivering excellent customer service and target-driven, ensuring the right outcomes for customer.
• Maintains a positive attitude and stays self-motivated even in the face of adversity.
• Comfortable working towards shared targets and goals.
• Positive and innovative approach to problem-solving.
• High standards of work quality, attention to detail, and organisational skills.
• Experience in developing others.
• Excellent numeric and literacy skills and proficient user of Microsoft Word, Excel, and PowerPoint.

Personal Development

You will have regular 1:1 meetings with your line manager to review your performance against your objectives and identify any areas for development and/or required support. There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law.

Working Hours

Claims Services is currently open from 8am–9pm Monday to Friday and 9am-6pm Saturday. Full time hours will consist of a dedicated shift pattern within these times, working an average 39.5 hours a week. You may be required to work any shift in the above opening hours with a degree of flexibility required to work additional hours as appropriate to meet business needs. We have various shifts patterns for part time hours which will be detailed in your contract.

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status.