Shakespeare Martineau is a Top 50 law firm that combines creativity, commerciality and clarity. We work with blue-chip companies, leading organisations, high street brands and individuals across the country.
As enterprising and original thinkers, we’re driven to create exceptional experiences for our clients and our people. We handle personal and business-critical issues and game-changing deals across many dynamic sectors. It’s stimulating and rewarding.
We’re hardworking and deeply ambitious about creating opportunities for our employees; to move forward and achieve our ambition together. We provide an environment in which you’re supported to reach your potential.
Our people have a blend of excellent technical and business skills with the talent to do things differently.
Here you’ll find top quality work, cutting edge training, high profile clients, and supportive colleagues. We think it could be time you joined us. |
Our Volume & Consumer Business sits within our Litigation & Dispute Resolution Group, and has a long-standing experience of working with some of the most successful and influential businesses in the UK and also internationally. Our specialist teams combine expertise with a sound understanding of the commercial landscape to provide exceptional solutions for every aspect of our clients’ corporate requirements.
Our First Notification of Claims Team (FNOC) is based in Birmingham and services the administrative requirements of the teams within the firm’s Volume and Consumer Business.
This role is based within the FNOC Consumer Team. The Consumer Team (LIME) includes our Clinical Negligence, Personal Injury and Contentious Probate teams and offers support to individuals who have been injured in an accident, let down by a medical professional or have a dispute regarding a will. Lime is one of the UK’s leading Personal Injury, Clinical and Medical Negligence, Industrial Disease and Defective Product compensation claims teams and has recently expanded to include Contentious Probate. |
The role:
We are looking for a First Notification of Claims Handler to provide administrative support to help the Volume and Consumer Business deliver great service to our clients. The focus for this role will be in Consumer matters.
No experience is necessary for this position as full training will be given. What you will need is an interest in developing a career in the legal profession, a great attitude as well as good communication and customer service skills.
This is a hybrid client interviewing / sales role. Success will be measured upon the number of clients interviewed, the quality of the client interviews, the detail presented in the risk assessments and the collection of signed client retainers.
Hours:
We are committed to providing a service to our clients between the hours of 8am and 9pm on Monday to Friday, and 9am to 5.30pm on a Saturday. The standard working hours are 37 hours per week; once training has been completed, you will work to shift patterns to accommodate these hours on a rota basis.
We are also open to candidates who are looking for part time or job share opportunities.
Your key duties will be:
- conducting initial interviews for new consumer client enquiries; prioritising all inbound telephone calls and conduct follow up calls to maximise the level of client instructions
- opening claims on the firm’s financial system and case management systems
- corresponding to any new email / online enquiries within 15 minutes of receipt
- completing initial ‘conflict of interest’ and ID checks
- liaising with third-party suppliers, such as agents and experts providing pro bono advice
- providing initial best costs advice to prospective clients, preparing retainer documentation and forms of authority following risk assessment and arranging cover where appropriate
- using a case management system to process and progress queries and workflows
- conducting ad hoc research to help understand the medical terms and procedures that may influence the risk assessment process
- managing the rejection process for enquiries that fail fundamental risk assessment measures, such as jurisdiction, limitation etc.
- recording and reporting on the present position for all enquiries and reasons for non-conversion
- producing (where appropriate) file rejection correspondence, such as advice on limitation, seeking alternative legal advice, etc.
- assisting with file closure procedures, such as archiving, collection of fees from ATE providers on failed cases etc.
- assisting claims handlers with the processing of claims
- drafting own correspondence and documents
- sourcing witness questionnaires
- answering telephone queries
- processing incoming and outgoing post
- maintaining data on Excel spreadsheets
- having a clear understanding of the litigation process so that clients can attain an overview at the initial stages
Skills and experience you will have:
- the ability to communicate clearly via the telephone in an empathetic way and deliver a positive client experience in a helpful and professional manner
- a minimum grade C pass at GCSE (or equivalent) in English Language and Mathematics
- confidence with IT systems to include Microsoft Word and Excel; you will receive training on our case management system, which requires accurate and timely uploading of documentation on client files
- a good basic keyboard and typing ability
Full training will be provided. Training will be based in either our Leicester City Centre or Birmingham office for a minimum of 1 month. Once completed the role will be based in our Birmingham office on a full time, shift-work basis.
Key competencies you will need:
- a desire to work and progress within a law firm
- the ability to work well in a team and develop good working relationships with colleagues and others
- the ability to handle a high volumes of enquiries and to prioritise responses to clients in line with service level agreements
- the ability to produce a high standard of work, sometimes under pressure, whilst maintaining accuracy and good attention to detail
- to be able to demonstrate flexibility, initiative and confidence in your own ability
- strong organisational skills whilst maintaining team processes and procedures
About you – you will be:
- highly enthusiastic, willing to the extra mile and be happy to go beyond the job description
- respectful towards others and have a positive, willing and ‘can do’ attitude
- keen to learn, interested in driving your own career progression and be proactive in taking ownership of this
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Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs. |
