Job Description

Job Summary
To deliver robust quality claims handling, with a key focus on customer outcomes for Minster Law customers, to contribute to the general success of the business. The successful applicant will support through a task way of working of RTA OIC Portal cases.
Core Responsibilities

• Dealing with high volume of claims, following the relevant processes and best practise, in order to progress the claims from inception through to settlement.

• Ownership of ensuring that the right outcome is achieved, and the customer's claim is optimized, by working in our Proclaim task delegation system to deliver productive case management.

• Assess liability and quantum to include reviewing medical reports applicable to the Whiplash Matrix.

• Obtaining relevant information and accurately assessing next steps to ensure ongoing progress of claims through medical, losses, damages and milestones.

• Demonstration of excellent communication skills to deal with customer queries.

• Ability to work with a task-based case management system to ensure regular / proactive contact is maintained with all customers, providing exceptional customer service and managing their expectations.

• Perform to a high level in a target orientated environment.

• To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indicators
Operational effectiveness

• Productivity
• Throughput / Get next completion rate
• Talk time
• First call resolution
• Process adherence
• Call logging

Customer & Stakeholder Satisfaction

• % Calls Answered
• NPS Score
• Customer Satisfaction/Effort Score
• Younique score
• % Complaints

Financial Performance

• Departmental Write-offs
• Client Retention
• Process efficiency
• Proactive case progressing

Strategic Development

• Proactive ideas for
• Systems improvements
• Customer service
• Internal cultural /working environment

You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.
Person Specification
Essential

• Proven performance in a similar role, including an understanding of telephony best practice & performance.

• Accountable for achieving objectives in a fast-paced environment whilst maintaining high standards of work, quality and client care.

• Excellent negotiator with strong communication skills.

• Competent working with a case management system and good knowledge of Excel and Word.

• Good attention to detail and organisational skills.

• Customer centric approach.

Desirable

• Previous experience of working in RTA OIC Portal claims environment.

• Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.

• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.

• Maintains a positive attitude, self-motivated and uses own initiative.

• Take opportunities to develop and stretch yourself and be passionate about developing your career in personal injury.

Personal Development
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. This role is a step towards becoming a competent Fee Earning in the Legal Services department.
Equal Opportunities
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.
You can read more about our commitment to equality and diversity on the Minster Law website.
Please note
The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.
Kingfisher House, Peel Avenue, Wakefield, West Yorkshire WF2 7UA

Skills Required