Various roles (legal processing centre)

Colemans-ctts seeks candidates for the following roles, based in its legal processing centre in Manchester. To apply for a role, please send your CV to Sue Coleman at [email protected].

Claims handler

Salary: £16,000

This role is the entry role into the legal processing centre. The role focuses on the early stages of a claim (client on-boarding) and handling helpline calls. 

Key responsibilities

• Handling helplines calls e.g. HTW, accidents abroad following the processes documented in the knowledge base.
• Setting up clinical negligence, travel, industrial disease claims and taking initial client calls as required.
• Handling RTA and GPI initial fact finding calls and submitting claims to the portal.
• Conducting client on-boarding calls in line with the standard call structure in the knowledge base.
• Accurately identifying risks in line with the checklists and processes in the knowledge base - following the defined process to escalate to the risk assessor.
• Any other reasonable duties falling within an appropriate skillset assigned by the management team.

Claims negotiator

Salary: £17,000

This role will be largely focused upon the later stages of a claim lifecycle however when volumes require initial stages and helpline tasks will be assigned. 

Key responsibilities

• Handling helplines calls eg HTW, accidents abroad following the processes documented in the knowledge base.
• Setting up clinical negligence, travel, industrial disease claims and taking initial client calls as required.
• Handling RTA and GPI initial fact finding calls and submitting claims to the portal.
• Conducting client on-boarding calls in line with the standard call structure in the knowledge base.
• Accurately identifying risks in line with the checklists and processes in the knowledge base - following the defined process to escalate to the risk assessor.
• Submission of settlement packs to the portal.
• Handling client discussions regarding valuation report where required.
• Handling negotiation period with TPI.
• Producing end of case client statements and damages calculations.
• Stage three claim processing where required.
• Any other reasonable duties falling within an appropriate skillset assigned by the management team.

Claims negotiator - training and quality specialist

Salary: Up to £18,000

This role will be largely focused upon the later stages of a claim lifecycle however when volumes require initial stages and helpline tasks will be assigned. In addition a proportion of this roles time is designated to transactional monitoring, coaching and training of new and existing staff. This person will also act as day to day stand in for the legal processing centre manager when required.

Key responsibilities  

80% of time spent doing claims negotiator role plus:

• Support portal manager in maintenance of the knowledge base articles and creation of new articles as required.
• Production of pertinent team knowledge tests upon areas of weakness identified in transactional monitoring.
• Call listening and scoring through transactional monitoring (<50% of required, rest is completed by portal manager).
• Providing feedback and coaching  to team members upon transactional monitoring once conducted.
• Training new starters and staff on career progression through the portal team.
• Maintenance of skillset database logging which team members have been trained on which skill - highlighting gaps and keeping a training plan to meet future skills needs of the business.

Claims negotiator - management information specialist

Salary: Up to £18,000

This role will be largely focused upon the later stages of a claim lifecycle however when volumes require initial stages and helpline tasks will be assigned. In addition to the claims negotiator role a proportion of this roles time will be designated to producing management information to aide the smooth running of the legal processing centre. This person will also act as day to day stand in for the legal processing centre manager when required.

80% of time spent doing claims negotiator role plus:

• Production of MI on a daily basis for whole portal team.
• MI analysis and weekly reporting upon risks and process management.
• Handling of exception reporting - following up on overdue cases/tasks.
• Production of source reports and billing.
• Act as main operational point of contact for allocated work sources.