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Portal Team Leader
Minster Law. Lead, motivate and develop a team of Fee Earners and Administrative colleagues to achieve operational and business objectives .
About the role
Key responsibilities & impact- Lead, motivate and develop a team of Fee Earners and Administrative colleagues to achieve operational and business objectives
- Create a high-performance culture through coaching, mentoring and performance management
- Conduct regular one-to-one meetings, coaching sessions and development reviews
- Support colleagues through change and promote engagement, accountability and continuous improvement
- Provide expert technical guidance on litigated and non-litigated personal injury claims
- Ensure claims are progressed efficiently, accurately and in accordance with MOJ Portal requirements
- Support case strategy, liability assessment, valuation and settlement opportunities
- Maintain technical oversight of claims handling activity and implement legal updates and procedural changes
- Deliver agreed SLAs, productivity targets and KPIs
- Monitor management information and operational performance data to identify trends, risks and opportunities
- Manage workloads and support operational planning to align resources with business demand
- Promote a customer-focused culture and ensure vulnerable customers are identified and supported
- Own complaints management and resolution in compliance with regulatory and company requirements
- Monitor quality and compliance through file reviews, call listening and case audits
- Identify, escalate and manage operational risks
- Build relationships with Team Managers, Technical Leads, Operations Managers and support functions
- Collaborate with wider legal and operational teams on strategic initiatives, business change and process improvements
Requirements
What you’ll need- Previous Team Leader, Supervisor or Management experience within a legal, insurance or claims handling environment
- Strong experience managing performance, coaching colleagues and developing high-performing teams
- Comprehensive understanding of RTA claims processes and personal injury litigation principles
- Ability to interpret and utilise management information to drive operational performance
- Strong communication, influencing and stakeholder management skills
- Proven ability to manage competing priorities within a high-volume operational environment
- Commitment to delivering outstanding client service and customer outcomes
- Strong understanding of quality assurance, compliance and risk management principles
- Experience within a Claimant personal injury law firm/Insurance teams
- Understanding of SRA and wider legal regulatory requirements
- Change management and continuous improvement experience
- Advanced Microsoft Office skills including Excel and Power BI
- Experience leading teams through operational transformation or technology change