I have been part time since October 2019 but was working full time prior to this. My duties consist of:• Managing the performance and personal development of 12 team members in a busy inbound contact centre including managing holidays, maternity, one-to-ones, annual appraisals, sick leave, analysis of work quality and conducting disciplinary hearings as required• Interviewing and training new team members • Analysing trends and patterns in call volumes to ensure appropriate coverage • Rolling out and communicating process changes in line with FCA compliance • Dealing with customer complaints in line with regulatory guidelines• Communication of department progress to senior management in digestible formats

MOJ Fee Earning for trade union clients in PI matters for RTA, EL and PL claims.

• Selected as a Subject Matter Expert to develop and present training material for new staff members in shared service centres in Bulgaria and Lithuania. Providing continual support to develop new teams both remotely and on location• Personal ownership of a Motor Fleet case load for Key Accounts fleets such as DHL, Serco and Fujitsu • Leasing with fleet managers and brokers with claim updates and reports, inclusive of conducting on and off site client meetings• Approving and instructing repairs for both third party and insured damage including assessing total loss valuations and settlements including capturing third party damage repair and hire needs. • Initial assessment and detection of suspected fraud matters • Providing support to team members in matters of complex liability and quantum.• Working closely with PI handlers to handle parallel heads of loss

• Fast Track PI case management • Dealing with MOJ and RTA protocol Claims • Processing claims from inception to settlement inclusive of stage 3 and Pre Action Protocol litigation. • Instructing and reviewing medical evidence • Complex quantum analysis inclusive of credit hire claims both GTA and none GTA• Managing an increasing case load of 250 plus files

• Small and Fast track ULR and ILR (inclusive of credit hire claims both GTA and none GTA ) case management • Processing claims from Inception to settlement inclusive of litigation. • Managing my own case load• Specialised in enforcement of judgment orders• Training new staff members

• Using several case management systems to create new claims • Obtaining information from business partners, clients and third parties• Dealing with inbound calls and client enquiries • Outsourcing claims to panel partners due to conflicts of interest or jurisdiction issues • Training new staff members• Team Senior – providing guidance and support to the team and ad–hox Team management cover