Litigation Specialist Leeds, England
NewDay
Full Time
Leeds, England
20439 - 22838 GBP ANNUAL Today
Job description
501762
Permanent Full Time
Leeds
Contact Centre & Operations
How will your role contribute at NewDay?
Successful resolution of litigation claims which have been referred to court or made to NewDay via Executive channels and to work with NewDay’s Legal Team, as well as external solicitors, on litigation cases and queries. Using skilful negotiation, alongside a strong business knowledge to investigate and find the accurate and fair outcome for both business and customer.
Escalating through senior management, business policies, processes and behaviours which result in unfair customer outcomes, providing justification for business change and providing face to face feedback where applicable.
In order for us to achieve the above, our Litigation Specialist will be required to build relationships with a number of key contacts throughout the business, and at all levels, including senior management, to ensure they navigate disputes that arise promptly and efficiently.
What will you be doing day-to-day?
- Management of litigation case referrals where a customer has referred matters to the court from beginning to end.
- Responsible for gathering information to support the court case, liaising with external partners (including CMCs), offering solutions and providing a timeline of events ensuring all information provided is accurate.
- Responsible for reviewing and ensuring accuracy of Defences and witness statements and ensuring the Statement of Truth submitted to court to the court to defend claims made is factually correct.
- Managing completion of court settlements and ensures legalities are completed correctly.
- Liaising with the Court and external partners in support of agreeing out of court settlements with the claimants.
- Negotiating directly with litigants in person to come to an outcome that is right for the customer and the business.
- Reviewing key documentation, such as witness statements and defences. Therefore requires a key eye for detail, grammar and punctuation, as well as an in-depth knowledge of the litigation claim.
- Assume responsibility for daily management of all claims. Management of a high case load, ensuring multiple deadlines are met. Strong organisational skills are essential.
- Building relationships with key stakeholders and external solicitors.
- Strong GDPR awareness to ensure that documentation is protected when being sent to external clients and businesses.
- Forward planning awareness and fast yet carefully considered decision making for outstanding circumstances. Must be able to take initiative.
- Responsible for managing and drafting responses to letters before action received from CMCs.
- Solid understanding of the small claims court process.
- Excellent drafting skills as required to draft documents for each stage of the small claims process, including drafting and filing Acknowledgment of Services and reviewing disclosure lists.
- Awareness of developments and high profile cases in respect of PPI claims and awareness of risks such as new legislation or rulings that could affect litigation.
- Preparing litigation data reports and monthly updates for senior management.
Inclusion at NewDay
We are an equal opportunity employer and value diversity at our company. We want all our colleagues to feel able to bring their whole selves to work. We will not discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the application and interview process.
Personal Attributes
- Excellent attention to detail
- Self-motivated, with the drive to continuously find opportunities for improvement and inspires others
- Ability to empathise with customers in difficult circumstances
Skills and Experience
ESSENTIAL
DESIRABLE
- A strong awareness of TCF, FCA and regulation requirements within the financial industry
- Be multiskilled to manage customers across both the Own and Co Brand portfolios
- Knowledge of specialist areas including Section 75, Fraud, Collections Strategies, and standard service complaints
- Strong call handling expertise with the ability to deal with challenging situations and remain calm under pressure
- Strong written communication skills
- Be confident to challenge ‘the norm’ and can prepare detailed and relevant arguments
- A high level of accuracy and attention to detail
- Effective listening, questioning and negotiation skills
- Excellent organisation and prioritisation skills
- Previous litigation experience
- A thorough knowledge of key system software including MS Excel and Word
- Previous litigation experience
- Degree in Law and LPC qualification
Level of Knowledge, Skills and Impact
Describe the levels of knowledge, skills and impact this role has
Professional knowledge
Regulatory, Executive & Media Complaint Handlers are required to have a high level of awareness and skill across all areas of the business including specialist areas consisting of: section 75, Fraud, collections strategies etc.
Given the nature of the role, there is a requirement for strong call handling skills where they are required to remain calm under pressure, even when dealing with the most challenging or sensitive complaints.
As the final responses produced can result in high financial and reputation impact to NewDay it is imperative our Regulatory & Executive Complaint Handlers have succinct attention to detail, ensuring all points raised are investigated, addressed and resolved with detailed explanations for the reasoning for our decisions. Once the complaint is concluded, the case handler is required to facilitate the next steps to ensure any improvements identified are escalated through the correct channels.
Problem
solving
Within a day to day roll of the Regulatory, Executive & Media Complaint Handler, the types of complaints they deal with can vary across numerous policies and processes, however there are many that fall outside of these, which require individual assessment. For these specific cases, the agent will liaise with senior management SME’s within the process areas and, where required, they will lead the initial discussions and facilitate the escalation of such instances to ensure we can provide a timely resolution.
Where the above is not achievable, or has cost implications which cannot be justified, the agent is required to show integrity with their communications with the customer or Regulator to try and bring the matter to a mutually acceptable close. If this is not achieved, there is a risk on Executive complaints, that customers may escalate their issues to a Regulator which can have financial and reputational detriment to the business. If this should be the case with a Regulatory complaint, it may result in FCA involvement and have severe implications such as loss of NewDay’s credit licence, or a large penalty fine.
Leadership
Although there are no elements of direct people management, Regulatory, Executive & Media Complaint Handlers have a responsibility to provide feedback directly to individual’s in respect of any complaint they may have handled incorrectly. The feedback provided on these cases is recorded within the standard Complaint Hander’s performance scorecard, used during their mid and end of year reviews to showcase their impact and contributions to the business.
Nature & area
of impact
The Regulatory, Executive & Media Complaints team are responsible for turning around potentially reputational and financially damaging cases that have escalated to our Senior Management team or through a Regulatory body, media or court.
Regulatory, Executive & Media Complaint handlers are required to show a high level business wide knowledge for both front line and back office processes as all Regulatory, Executive, Media and Legal complaint types are handled within the team. Although they will not be recognised as SME’s for all of these process, each individual will be required to investigate and identify the correct outcome, through utilising their up to date contacts and relationships to ensure decisions are correct.
All agents are required to be multiskilled across both the Own and Co Brand portfolios and be proficient in the use of both system mainframes and supporting software.
Key interfaces
Interactions are largely Regulatory focussed, however to ensure they get the correct outcome for the customer the Regulatory, Executive & Media Complaint handler needs to be skilled across multiple areas, these include:
- having a strong knowledge of regulatory and financial industry guidelines
- ability to be a confident negotiator to challenge ‘the norm’ and can prepare detailed and relevant arguments
- strong communication skills and the ability to remain calm when handling difficult or sensitive complaints
- building relationships and obtaining key contacts across all management levels with both internal and external stakeholders.
Additionally, as part of their role they are required to provide feedback across numerous levels, and may be involved in discussions and meetings with Regulatory bodies and Senior Management. They are required to tailor their feedback comments to ensure they are read and understood by non-complaint specialists.
