Job description

Job Summary

To deliver robust, efficient quality claims handling, with a key focus on customer outcomes for Minster Law customers, to generate fee income and contribute to the general success of the business. The successful applicant will support the handling of RTA OIC Portal cases.

Team allocation will be determined by the business need and your current experience, knowledge and skill set; however, types of cases managed may vary as the business needs require from time to time and commensurate with your skill set.

Core Responsibilities

• Ability to deal with high volume of RTA OIC Portal claims, following the small claims process and best practice, in order to progress your client’s claims from inception through to settlement or the Court process.
• Ownership of ensuring that the right outcome is achieved and the client’s claim is optimized.
• Ability to deal with cases of complexity and causation arguments with minimal supervision.
• Assess liability and quantum to include reviewing medical reports and researching and obtaining relevant case law.
• Drafting schedules of special damages and assessing suitable awards for compensation for pain, suffering and loss of amenity, and other general damages.
• Negotiate with third parties to ensure we receive the best settlement figure and liability outcome for each of our clients in a proactive and timely manner;
• Identify litigation opportunities where appropriate and be familiar with the Small Claims Litigation Process;
• Ability to work with a task-based case management system to ensure regular contact is maintained with all clients, 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 Indictors

Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. 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.

Operational Effectiveness

• % of cases within OIC Portal Settlement Stage
• Throughput Rate
• Average case duration
• Average Challenge Submissions for liability/Causation
• Liability / causation outcomes
• % of Aged cases
• Maintain Quality

Customer & Stakeholder Satisfaction

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

Financial Performance

• Settlement Rate
• Departmental Write-offs
• Client Retention

Person Specification

Essential

• Previous experience of working of RTA Portal and non Portal claims.
• Previous experience of assessing liability, researching and obtaining relevant case law;
• 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

• Working towards becoming a Chartered Legal Executive or other recognised legal qualification.
• Litigation skills are preferable but not essential.
• 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.

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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