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 you’re already part of the team or thinking about joining us, you’ll be working in a place where empathy meets expertise.

Within our own dedicated law firm, our diversely experienced team support and guide customers through life’s toughest moments. It’s a fast-paced and collaborative working environment, but our comprehensive training and tools will help ensure you’re 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.

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.

• 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 team’s and wider function’s budget and financial performance
• Ensuring compliance within their team with all applicable internal complaints and SARs processes.
• Handling client complaint escalations.

• 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…