Motability Personal Injury Team Leader

About Us

DLG is evolving. Across every facet of our business our teams are embracing new opportunities and putting customers at the heart of everything they do. Whether youre already part of the team or thinking about joining us youll be working in a place where empathy meets expertise.

Within our own dedicated law firm our diversely experienced team support and guide customers through lifes toughest moments. Its a fast-paced and collaborative working environment but our comprehensive training and tools will help ensure youre ready for the challenge. You can find more details about DLG Legal Services on our website.

We currently have an exciting opportunity to join our Leeds based team as Personal Injury Team Leader (Motability) on a full-time 12 Month fixed term contract basis.

The Role:

Reporting to the Head of Claims Operations you will provide operational and people leadership to a team providing claimant legal services maximising team engagement and performance and optimising utilisation of resources and caseload allocation to deliver the best possible customer experience whilst achieving all financial and operational targets.

What youll be doing:

• Leading the delivery of team performance goals in areas such as settlements income productivity client satisfaction and SLA compliance.

• Proactive resource planning and management within own team and across the function including capacity planning recruitment absence and succession/talent management

• Delivering continuous improvement by using MI and case analysis to identify opportunities to influence case progression lifecycle and outcomes

• Management in conjunction with the other team leaders within the function of workload allocation/workflow to ensure delivery of DLG Legal Services service standards and to maximise productivity across the function

• Management and development of individual team member performance in line with the DLG performance and development framework setting clear and stretching expectations regularly discussing progress coaching and motivating to maximise individual engagement performance and potential

• Supporting and facilitating individual development through coaching training needs analysis and in conjunction with HR and/or the Legal Practice team sourcing and scheduling training and development interventions

• Creating and maintaining a high-quality of employee experience and engagement by delivering excellent team communication understanding and responding to your team members motivations and drivers and fostering a rewarding and enjoyable work environment

• Embed and reinforce a customer-focused culture where the customer journey ease and experience is front of mind at all times and where every team member takes full ownership and accountability for delivering the best possible outcome for the customer and keeping them fully updated throughout the process

• Acting as positive change agent contributing to the effective continuous improvement of the team and business performance through the identification of potential opportunities for improvement input into the design of changes and the support and championing of the implementation of change

• Role modelling of the desired work ethic customer focus commerciality and values

• Ensuring compliance with all relevant DLG people management processes and procedures when applicable e.g. disciplinary grievance absence management

• Contributing to the monitoring and management of their teams and wider functions budget and financial performance

• Ensuring compliance within their team with all applicable internal complaints and SARs processes.

• Handling client complaint escalations.

What We Are Looking For:

• Experience of operational leadership or a supporting role in personal injury claims either within an insurance company or law firm environment

• Strong skills in motivating and incentivising people gaining buy in delivering and embedding change.

• Knowledge of the key levers to operational performance in personal injury claims teams and how to influence them.

• Experience in the use of MI to identify potential performance gains/opportunities to influence case cohorts.

• Knowledge of Pre Action Protocols CPR Practice directions and relevant statute and case law.

• Knowledge of the investigation and assessment of liability special damages and general damages

• Experience of using a Case Management System

• Ability to communicate efficiently with clients by telephone and written communication

• Proven track record of achieving targets

• Ability to work under pressure with attention to detail and manage time effectively

• Understanding issues and finding solutions with the ability to think out of the box

• Ability to work as a member of a team and collaborating for success

• Professional manner enthusiastic and trustworthy

Hours:35 hours (Monday Friday 9am-5pm)

Location: Leeds (The Wharf)

Benefits

We recognise we wouldnt be where we are today without our colleagues thats why we offer excellent benefits designed to suit your lifestyle:

9% employer contributed pension

Up to 10% Annual performance-based bonus

50% off home motor and pet insurance plus free Green Flag breakdown cover

Additional optional Health and Dental insurance

EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

Generous holidays

Buy as you earn share scheme

Employee discounts and cashback

Plus many more

Ways of Working: Our hybrid model offers a best of both worlds approach. When youll be in the office depends on your role and team but colleagues spend 50% of their working week in the office

We want everyone to get the most out of their time at DLG. Which is why weve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best whatever that looks like and offering real choice flexibility and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. Theyre about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer and we think diversity of background and thinking is a big strength in our people. Were delighted to feature as one of the UKs Top 50 Inclusive Employers and are committed to making our business an inclusive place to work where everyone can be themselves and succeed in their careers.

We know youre more than a CV and the things that make you you are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process please speak to the recruitment team who will be happy to support you.