Senior Claims Handler
An opportunity to join the leadership of a growing team that handles claims made against professionals on an outsourced basis. The team handles claims on behalf of leading insurers, acting under delegated authority levels for pre-litigated matters from first notification of loss to resolution. This includes running a caseload, providing coaching support and advice to claims handlers and building effective relationships with clients on key accounts.
The desire is to build the team and proactively expand the scope of its fixed fee work across claims handling schemes and books of defendant PI work, by obtaining new business and contracts, whilst also consolidating and strengthening the relationships with our existing clients.
Working with the Head of Claims and other team members, you will be responsible for a technical and efficient delivery of service. Collectively, you will be responsible for building and shaping the team for the future, embedding principles of lean and efficient working, and establishing the culture, values and behaviours that make for an attractive and varied legal career.
Day to day duties are likely to include:
·Line management and supervision of team members, with responsibility for the day to day management and running of the scheme you are assigned, identifying issues and escalating them internally as appropriate.
·Negotiate settlement of claims properly, economically and equitably in line with delegated authority, investigate externally where appropriate.
·Understand the SLA’s and KPI’s of the team and ensure adherence to these standards.
·Responsible for the proactive management of files and compliance with external client’s SLAs.
·Responsible for quality and integrity of the reporting across an account and liaising with internal administration to deliver report to Insurers as required.
·Responsible for the proactive management of a caseload to avoid unnecessary litigation and ensure effective resolution.
·Provide coaching, support and advice as appropriate to the Claims Handlers.
·Provide excellent customer service at all times, contributing to being a market leading claims function.
·Ensure a consistent approach to client claims and reserving policy, so that claims are dealt with fairly and costs are properly controlled, supported by the use of the most appropriate approved external suppliers.
·Take a pro-active approach to investigation, ADR and negotiation to avoid unnecessary litigation.
·Identify trends and escalate risk information to the Head of Claims and insurers where appropriate, to help manage the profitability of the work portfolio.
·Seek continuous self-development and keep up to date with changes in the profession, ensuring you are able to provide market leading solutions.
·Be available to provide secondment placements if required.
·Build and maintain effective working relationships with all customers and suppliers to ensure defined service levels are met and exceeded.
·Ensure that quality assurance standards are achieved and procedures are adhered to.
·Provide control of claims to settlement as per the stipulations contained within the authority matrix and ensure consistency in the quality of estimates.
This role will be based in Bristol, and travel to the London office, may be required from time to time.
·Law degree or working towards ACII, CILEx or equivalent legal qualification; alternatively significant experience in claims with technical knowledge and expertise.
·Excellent communication skills, both orally and in writing, and an understanding of how to provide excellent customer service
·Strong decision making skills
·Ability to plan and organise
·Customer focussed and target driven
·Comprehensive technical claims knowledge and experience
·Comprehensive understanding of relevant legislative and legal framework
·Hardworking, enthusiastic and motivated
·Demonstrable experience of relationship management (internal and external)
·Ability to adapt to shifting priorities and adapt plans accordingly, consistently producing high quality work even when under tight timescales
·Organised and efficient, able to work on own initiative and as part of a team
·Ability to deal with difficult or demanding situations and clients
·Good knowledge and confident use of Microsoft office (including Excel, Word, PowerPoint and Outlook) Previous experience of working with a case management system.
·ACII, CILEx or equivalent legal qualifications
A good working knowledge of law firm operations and pressures; understanding the need for efficient, timely, cost-effective support
·Previous experience of working with a case management system.