Job Description

Role Purpose

Our Client Care Team are the first point of contact for our valued clients. As a Client Care Team Lead, you are responsible for the "day to day" management of our Client Care Team, ensuring the smooth running of the team.

You are responsible for the training and development in the team, managing annual leave and absence within the team to ensure appropriate cover, ensuring that work in the team is completed correctly, within a timely manner and to manage the workloads of the team members. You are also ultimately responsible for the management of the personal injury referrals CAM Legal receives, to include allocating tasks within your team.

You will be required to provide feedback to senior management on performance in the team, data on client service KPI's and share feedback for appraisals/performance reviews in order to monitor progression within the team.

Responsibilities

Work closely with CAM team leaders, including the Operations Director to ensure a seamless service delivery.

Demonstrate flexibility and support to the Client Care Team, as well as other CAM teams, subject to the business needs.

Build and maintain excellent, value-adding working relationships with colleagues across the Lexham Group to explore new ideas and developments alongside sharing best practice.

Oversee the enquiries inbox and ensure all enquiries are actioned correctly within the team.

Refer any claims where liability may not be clear cut to management, having secured full accident details.

Assist and train new Client Care Advisors, ensuring probationary reviews are carried out (to include the Operations Director at three months).

Ensure compliance with company policies and regulations.

Provide guidance and support to less experienced colleagues, enabling them to maximise their potential in meeting a variety of demands.

Support the team by handling day to day issues and ensure continuity of service.

Carry out annual performance reviews for the team to ensure staff satisfaction, wellbeing and development.

Manage annual leave and absence within the team.

Prioritise effectively as well as to identifying and championing business improvement opportunities.

Represent the Client Care Team at leadership team meetings and other meetings that may take place from time to time across the group.

Key holder for opening and closing the office at the start and end of a shift.

Any other duties commensurate with the level of responsibility of this role.

Supervise the team to ensure the following tasks are carried out effectively:

Answering switchboard calls and either dealing with these or referring them to the appropriate teams, or individuals.

RTA calls with new clients to secure instruction, obtain full claim details and consents to proceed using the new claims script.

Considering new claim referrals and entering data correctly onto the case management system.

Deal with incoming post to include identifying urgent correspondence, scanning of the post to case management system and the setting of a task to review the post on case management system.

Making re-assessment of injury calls to clients where required.

Identifying the "location of incident" details and using internet maps to save this to the file.

Conducting required conflict checks.

Complete Claim Notification Form and submit to MOJ portal.

Taking out of new "After the Event" insurance policy and communicating with ATE insurer and client.

Discuss rehabilitation requirements with client and ensuring completions of the rehabilitation instruction form.

Secure client ID, proof of address and conduct the required anti-money laundering check required for all new clients.

Contact witnesses for their assistance with claims and secure completed questionnaire and / or their account of incident to be recorded on file and chasing witnesses to secure such information.

Apply for police reports, CCTC of accident, secure any dashcam footage and Defendant details via DVLA search.

Conduct MID search to identify Defendant insurer.

Ensure client care documents are sent to new clients and chase clients for return of documents, checking that these have been properly completed once received.

Notify clients of medical appointments.

Assist fee earners with copying, scanning, printing, franking of outbound post and esig requirements.

Liaising with internal and external partners at all levels.

Respond to all written and phone enquiries clearly, courteously, and promptly.

Develop relationships with clients and colleagues by providing a friendly, efficient service.

Experience and Requirements

Exceptional client care skills (including a good telephone manner)

Experience in managing a team (ideally in a similar professional services / legal / insurance environment although transferrable skills will be considered)

Confident team leading skills with a passion for developing people

Ability to gain positive working relationships with a leadership peer group

Strong attention to detail and analytical skills

Excellent communication and interpersonal skills

Proven ability to work under pressure and manage multiple priorities in a fast-paced environment

An appetite for affecting positive change in process within a team

Ability to work as a team and encourage a strong sense of team ethos within a team

Job Types: Full-time, Permanent

Pay: From 30,000.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person