Portal Team Manager
We are recruiting for a Portal Team Manager to join our clients firm in West Sussex.
• To provide full supervisory support and guidance on technical issues involving quantum, liability and litigation. • Conduct regular 1-2-1 meetings, and quarterly reviews for all team members and fully document them. • Ensure the team delivers an excellent level of customer service, is managing the client’s expectations and proactively progressing their claim. • Managing the risk within your team including completion of Supervisor entries, producing and monitoring relevant reports such as Not Worked on (NWOs) and Limitations. • To highlight any potential risks to senior management and the Compliance department. • To review and complete all agreed management checks, such as Directions, audits and Limitation supervisor entries and analyse daily MI. • To provide effective people management to the team and drive the right behaviours • To ensure that the team are achieving the right outcome for clients and optimising each client’s claim. • Monitor workloads and allocate work as necessary. • To ensure understanding and compliance with internal SLAs, policies and procedures. • Manage team performance in line with business and team objectives, be accountable for their financial performance and delivery against the agreed KPIs. • Keep up to date with all industry changes including case law, legislation and other matters of relevance. • Liaise with Senior Management and HR regarding any staff issues. • Handle complaints in accordance with the firm’s internal Complaints Procedure. • To undertake any other tasks as deemed relevant and reasonable by the business.
Key Performance Indicators
The following KPIs will apply; this list is not exhaustive and may change as the business develops:
• Time recording • Average case turnaround • Fee Income and profit costs • Litigation and Settlement rates • Cases closed without profit, with disbursement expenditure and write offs • Client retention • Compliance with SLAs and audit requirements
Successful candidate must be a Qualified Solicitor, Member/fellow of CILEx or experienced Case handler with at least 5 years’ case handling experience in the personal injury sector.