Job Summary

Once fully trained an LSA will deliver a robust quality claims support service with key focus on our customers and claim quality. They will provide legal support and advice to our customers during their personal injury and/or uninsured losses claim, with management and support through the claims process through to a Court Hearing. An LSA completes a variety of technical and legal activities on a variety of claims throughout their lifecycle in the business and will be responsible for ensuring that each activity is completed to the highest level of quality and follows all of the required process steps to ensure the progression of the customers claim. The trainee LSA from the outset would have case ownership of matters from instruction to conclusion.

You will be expected to complete customer contact via both inbound and outbound calls to the business and through written communication. You will provide our customers with legal advice, information and support through the Minster Claims process.

Your role will be inclusive of detailed, quality completion of key legal technical activities within customers claims, including the review of medical reports and application of quantum and drafting Court documents where required.

Core Responsibilities

• Contact customers within agreed service levels and provide advice and information on the claims procedure.

• Provide advice to Business Partners as to prospects of success.

• Accurately complete all legal activities required within agreed service levels.

• Provide an excellent level of customer care, ensuring that the right customer and business outcome is optimised and achieved.

• Deal with personal injury compensation and uninsured loss claims and be competent of procedures and timescales.

• Ownership of all technical, legal activities to ensure completion allows for swift progression of the customers claim

• Once trained, demonstrate the ability to deal with cases of complexity, causation arguments and disputed liability with minimal supervision

• Ability to work in an activity based, process driven environment.

• Provide advice, inform and support customers through the Minster Claims process.

• Once trained be able to independently assess liability and quantum to include the review of medical reports.

• Achieve individual and team objectives on a monthly basis as agreed with your team leader.

• Contribute to the smooth running of the firm by assisting other members of staff in periods of peak demand with document production, task list management and general administrative duties.

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

Key Performance Indictors

The following KPIs will apply to you, this is not exhaustive and may change as the business develops:

• Work through and complete a robust training plan that covers all aspects of the role before becoming a LSA rather than a trainee LSA.

• Customer Advice/Service Quality (NPS/Customer Satisfaction)

• Call Quality

• Quantum assessment and application

• Adherence/Compliance SLA’s and audit requirement

• Activities completion rate

• Productivity and quality of completion

• Litigation and Settlements

Your performance will be reviewed through regular one-to-one meetings with your Line Manager.

Person Specification

Essential

• Experience working within a customer service environment, with a proven track record of delivering excellent customer care.
• Previous experience of the personal injury and / or uninsured losses claims processes.

• Experience of working in a fast paced, customer focused and target driven environment.

• Excellent time management and attention to detail.

• Strong communication skills, self-motivated and uses own initiative.

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

Desirable

• Litigation experience through to hearing on small claims matters.

• Previous experience of dealing with complex causation and liability disputed claims.

• Experience of working in a task/activity based driven environment

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

• Take opportunities to develop and stretch yourself and be passionate about developing your career at Minster Law.

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.

Working Hours

This role will be based in Wakefield. This is a Full time Vacancy but a Part Time appointment of 28 hours will be considered for the right individual. The successful candidate will work across core business hours of 8am – 6pm.

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.

Final 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.

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