Complaints Manager jobs in Bristol

Description

Role overview

The team

The Claims Handling Department handles claims on behalf of leading insurers, acting under delegated authority levels for pre-litigated matters from first notification of loss to resolution. The team provides significant value to the wider RPC law firm as an internal client through the provision of referral instructions to act as panel solicitors and is an important aspect of the firm's insurance business and future strategy.

The team is based in RPC's Bristol office at Bridgewater House. This role will be based in Bristol, and travel to the London office, may be required from time to time.

The role

As a Scheme Manager you will have the opportunity to join a growing team that handles claims made against professionals on an outsourced basis. Working with the Head of Claims and other team members, you will be responsible for the line management of a team of Claims Handlers, Senior Claims Handlers and Technical Claims Handlers managing resources and capacity.

You will work closely with other Scheme Managers providing support where required. Collectively, you will be responsible for building and shaping the team for the future, embedding principles of excellence in customer service, and establishing the culture, values and behaviours that make for an attractive and varied legal and/or insurance career. In addition, you can expect to:

• Be responsible for client relationship management, including being a point of contact for general queries arising for clients on the accounts to which you are assigned, delivering feedback and consistently aiming towards an established and collaborative working relationship with insurer clients.
• Create a high performing team, through supervision and mentoring of direct reports.
• Proactively manage the team's files to comply with Service Level Agreements and Key Performance Indicators.
• Ensure quality and integrity of MI captured within the case management system.
• Maintain reporting across an account and liaise with internal administration to deliver reports to Insurers as required.
• Deliver technical training, coaching and support as appropriate to members of the team and wider department.
• Identify trends and escalate risk information to the Head of Claims and insurers where appropriate.
• Build and maintain effective working relationships with all customers and suppliers to ensure defined service levels and expectations are met and exceeded.
• Ensure accurate and consistent operation of the Delegated Authority given by Insurer Clients.
• Ensure that quality assurance standards are achieved, and procedures are adhered to by carrying out regular audits of team members.
• Prepare for and chair periodic meetings with key stakeholders.

Knowledge, skills and experience

• A specialism in claims with technical knowledge and expertise.
• An in-depth working knowledge and up to date understanding of the relevant laws, policies, procedures, and practices.
• Recognised as a technical expert in the team, proactively developing and maintaining subject matter expertise which brings value to the department.
• Previous line management experience as a team leader or similar, with the ability to manage team performance and resourcing needs, coaching, and developing people to achieve their full potential.
• Able to develop deep client relationships and adopt a client-centric approach.
• Able to build internal relationships and understand the expertise across the firm so as to help deliver an excellent client service.
• Demonstrate a commercial, committed, and proactive approach, including responding in a timely manner to meet clients' needs and deadlines.
• Proactively evaluate and improve processes, procedures, and policies.
• Committed to being part of a supportive, inclusive, and collaborative firm culture.

About us

RPC is where you'll thrive. You'll join a team that leads by working together, where diverse perspectives are valued, curiosity is encouraged, and everyone pulls in the same direction to deliver commercially minded work that makes a real difference for our clients. It's this collaborative approach that's building RPC to become the destination firm in our chosen markets.

We work with the biggest names in retail, insurance, technology, media and the professional and financial services worlds. Our international reach means we support clients wherever their business takes them. It's this focus that provides the platform for deep experience with the clients and matters that define our sectors.

As a lawyer or business services professional, you'll be a part of a firm that inspires belonging - where people are involved, valued and trusted to do their best work. Flexibility and trust sit at the heart of how we work.

And we're not standing still. Across every one of our offices, we're deepening our international reach and investing in where we're headed. RPC is a firm with momentum, and there's real opportunity to help shape it.

Diversity, equity, inclusion and belonging

We are problem solvers. Whether in front of clients or behind the scenes. To solve problems creatively for clients, we need diverse collaborative thinking; drawing on different experiences, backgrounds and perspectives. That means that everyone who either applies to, or works for, the firm is treated equitably. We believe in removing barriers to equal access not least because our people define us and define what we do. If you need support and adjustments to do your best work, whether that's during the recruitment process or throughout your time at RPC, we're here to help.

Flexible working that supports your commitments outside of work is an important part of our culture and, where possible, we will support this across all roles. Please get in touch with our recruitment team if you have any questions about our hybrid working approach or flexible working policy.

Recruitment policy

RPC manages all vacancies via our recruitment team. When external support is needed, roles are released to select agencies subject to RPC standard terms and conditions.

Speculative or unsolicited CVs or profiles sent to any RPC employee or partner will not be accepted as an introduction, and no fee will be payable. For full details of our Agency Policy, please go to our website.

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