New Claims Unit | Operations Team Leader | Hull Kingston upon Hull, England
Job description
For over 25 years, Hudgell Solicitors has provided legal advice to clients across the UK looking for genuine, clear and honest support with legal disputes relating to medical negligence, personal or criminal injury, civil liberties, travel and inquests.
As one of the country’s most progressive and experienced law firms, with a commitment to ‘Righting Wrongs’, you will be joining an award-winning Times 200 Law Firm that fights for its clients at every turn – giving a voice to those seeking justice and standing up for the vulnerable.
We are looking to recruit a Team Leader to join our New Claims Unit based in our Hull Office. The department is the first point of contact for those who are looking for support with any injuries that they may have sustained as a result of an accident or negligence.
You will work alongside our New Claims Unit – Technical Team Leader supporting the operational running of the department. This role is for a proactive and highly competent Team Leader who can successfully operate in a fast-paced environment and is passionate about delivering excellent client care alongside developing the team.
Main duties and responsibilities:
- Take full ownership of tasks and manage workload against deadlines and business needs, working effectively and collaboratively with the Team Leader – Technical and Manager to efficiently deliver to deadlines
- Coach, develop, and motivate the team
- Day to day management, performance reviews, training, and inspiring team members to provide an excellent service on every enquiry
- Assist with file queries, support the team with complex and difficult calls
- Support Marketing and Onboarding Manager with client journey projects
- Analyse data, including call data, providing reports and suggestions on how to improve processes
- Report and track enquiry and conversion data to improve processes, ensure resources are optimised and recommendations for improvement are made to the Marketing and Onboarding Manager
- Monitor and analyse client care satisfaction data and client retention, raising any issues to the Marketing and Onboarding Manager along with recommendations for improvement
- Identify team issues, take advice from your manager and/ or HR for how to address them
- Perform other related duties as assigned
Essential experience and skills:
- Excellent interpersonal and client service skills
- Previous management experience working in a fast-paced environment
- Experience in data analysis
- Experience in performance management
- Organisational skills
- Ability to coach and mentor the team
- Developing the team by focusing on individual performance.
- Experience of management information and reporting skills desirable
- Experience within a Professional Services environment is desirable
