Antony Hodari & Co. SolicitorsClaims Team Manager
Oct. 2011 - Jun. 2013Manchester, United KingdomAs claims team manager, I managed a team of nine client advisors and oversaw the running of the initial stages of personal injury claims and team resources. I also managed individual performances by setting KPIs, reviewing these on a regular basis and gave feedback in order to motivate my team to work more effectively and efficiently and to achieve team and individual targets. I made sure I communicated regularly with my team by holding regular team meetings and communicating necessary information. When necessary, I also recruited new advisors to the team, reviewing CVs and conducting interviews. Additionally, I was the initial point of contact for our business clients, managing their accounts and building and maintaining great relationships with them and ensuring all service level agreements were met. I regularly held reviews with our clients to avoid potential problems and to ensure better client care.
Part of this included initiating and implementing customer service improvement projects and conducting quality audits on calls to customers and all personal injury cases in the 1st stage which improved customer service whilst decreasing case drop off rate, ultimately boosting the amount of overall cases handled by the company.