Trainee Case Handler

Closing date: 26/01/2018
Experience level: Entry level
Term: Temporary
Duration: 12 months fixed term
Working hours: Full-time (37.5 hours per week covering 8am to 8pm on a rota basis Mon-Fri and alternate Saturdays 9am-12.45pm)
Team: Asset Finance
Location: Northampton
The firm

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The team

Our Recoveries Services Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management structure allowing us to deliver consistently excellent service.

We act for a wide variety of captive and non-captive lenders.

Our specialist team of asset finance litigators is trained to deal with asset finance recoveries using commercial strategies and to engage with the customer at an early stage of proceedings. We deal with all cases, from routine undefended matters to large complex cases.

Within the asset finance recoveries team we have our own negotiations team, comprising experienced collections staff who engage with customers by telephone and seek to agree sensible repayment terms before legal proceedings are issued.

We also have a complaints team made up of experienced collections staff. This team deals with our clients' complaints and for a fixed fee will seek to engage with the customer to resolve the dispute, whether it concerns the satisfactory quality of the asset, title or a lien. We are able to bring objectivity to complaints resolution and reduce the number of complaints being referred to FOS.

The role

Shoosmiths are seeking a Trainee Case Handler to join a newly-created team as a result of a new client being brought in by the Asset Finance Recoveries Team. As a Case Handler, you will join a reputable team who have won numerous awards including ‘Motor Finance – Legal Provider of the Year 2017’ and achieving Tier 1 rankings in the Legal 500.

Your role will sit within the litigation/negotiations team who engage with debtors of the new client by telephone and seek to agree sensible repayment terms before legal proceedings are issued. You will undergo full training to deal with asset finance recoveries cases, so that you're best able to utilise commercial strategies to reach a conclusion. Following your training and development, you will be given the opportunity to be accountable for your own caseload.

Main responsibilities

As a Trainee Case Handler/Case Handler, you will control and manage your workload effectively and efficiently using the relevant case management systems and other processes, ensuring information is kept accurate and up-to-date. Furthermore, you’ll be accountable for your workload ensuring targets, KPIs and internal and client SLAs are met.

Throughout your initial few months, you will attend training sessions to develop your knowledge of the litigation and debt recovery process that impact the team’s delivery of its service, which will better equip you to identify any potential issues within cases and refer these on accordingly. In addition, you will attend both internal and external meetings to assist in implementing changes to any relevant procedures.

Skills and qualifications

The ideal candidate will have a legal qualification (e.g. LLB, CILEX, LPC, etc.) coupled with a track record in a customer service positions. Moreover, you would have preferably worked in an office environment dealing with a high volume of work and have excellent mediation and negotiation skills. Furthermore, you will ideally have experience working in a law firm, financial services or professional services organisation. Previous litigation experience would be beneficial, but not essential as training will be provided.

Essential knowledge & competencies:

  • Excellent customer service expertise preferably within a telephony-based role.
  • Strong negotiation and mediation abilities.
  • Good written, numeracy and oral communication skills.
  • Accuracy and attention to detail.
  • IT literate including sound knowledge of Word, Excel and the internet.
  • Ability to prioritise, be organised and efficient.
  • Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.
  • Able to integrate within a team and able to work on your own initiative.

Desirable knowledge and competencies:

  • Previous litigation experience
  • Legal qualification - LLB, CILEX, LPC, etc.
  • Have worked within a law firm, financial services or debt recovery organisation

You may also have experience in the following: Litigation Paralegal, Negotiation, Collections Advisor, Debt Recovery, Recoveries Services, Customer Service, Negotiator, and Conflict Resolution.

Benefits package 

Shoosmiths has an outstanding benefits package; we believe that all staff should be rewarded for their commitment to the continued success of the firm. These can include:

  • A pension scheme with employer contributions of up to 5.5%
  • Generous life assurance cover for peace of mind, up to 8 times salary
  • Up to 23 paid working days holiday per annum with the option to buy up to 8 additional days. You can choose to 'flex' twice a year - January and July
  • 'Happy Birthday!' - have a free day off to celebrate and a £50 voucher to spend! (We won't take it from your annual entitlement)
  • Childcare vouchers which are not subject to tax or NI
  • Interest free season ticket loans
  • Staff introduction bonus scheme
  • Corporate discounts on a wide variety of products and services
  • Discounted conveyancing and legal advice, for instance for wills and family trusts

The application process

We will aim to respond to you within 3-4 working days following your application. If successful, you will be contacted by a member of our recruitment team for an informal telephone discussion. There will be one interview stage which will be held at our Northampton office.

Background checks

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references covering the last 5 years, proof of ID, proof of address covering the last 5 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check. 

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.