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This job description applies to all case handlers who act for Clients in the ELPL Department. Non-qualified case handlers must still adhere to the standards expected of Solicitors. This is expected to be an indication only of your professional obligations and is not to be seen as an exhaustive list
Supervising Solicitors may have additional responsibilities of a supervisory nature including but not limited to answering case handler queries in a reasonable time frame, vetting files, running Proclaim processes, and working with the Team Manager and Head of Department as required.
Thorneycroft Mission Statement
We will endeavour to be kind to our Clients, our co-workers and our colleagues. We will act in a warm, friendly, professional and respectful manner at all times. We will strive for excellence through training, guidance and support internally to create a well-balanced working environment. We will aim to provide our Clients with a lifetime of legal care by providing the best legal service possible.
We are successful people. We focus on making a profit whilst striving for excellence.
We are positive people. We respect each other, we respect our clients and we reward great performance.
We get results. We do this by being disciplined, diligent and focused.
The ELPL Team is one part of the Volume Legal Services Department. The other parts are the New Business Department, Portal Team, Exited Issued Team and Credit Hire Team
The reporting structure for this Department is as detailed on a sheet that can be supplied by HR and is briefly laid out below
o Rachel Stow – MD
• New Business Team Manager
o New Business Case Handlers
• Portal Team Manager
o Portal Case Handlers
• Credit Hire Team Manager
• ELPL Team Manager
o ELPL Case Handlers
• Exited Issued Team Manager
o Supervising Solicitors
o Fellow of the Institute of Legal Executives
o Qualified Paralegals
o Trainee Solicitors
o Litigation Executives
o Support Staff
• Qualified Solicitor and/or Legal Executive
• In the alternative, a person deemed suitable to act for Clients by virtue of past experience, training and/or suitable supervision
• Proven history of managing a case load of personal injury cases of an average of 200 – 250 cases; variants to his case count to be agreed with management on a person by person basis with reference to capacity and capability
• To conduct oneself in accordance with Thorneycroft Mission Statement
• A complete case handler mindful of statutory legislation, CPR and relevant case law and can apply said knowledge to cases to deliver the Clients desired outcome
• A working knowledge of compliance issues and relevant codes of conduct and accounts rules
• A commercial mind set to delivering legal service given the reduced costs recoverability
• A proven track record in litigation and/or personal injury
• An ability to deliver excellent legal advice while maintaining Client care standards
• An ability to work as a team
• Ability to work to tight deadlines, effective organisation and time management skills
• An ability to respond to coaching, mentoring and guidance given in line with the management structure
• Ability to work in a volume claimant litigation environment mindful of the pressure that arises from a litigated case load
• Remain focused and professional at all times
• A proven billing record
• Excellent communication skills
• Ability to keep calm and deliver results in a performance driven environment
• Previous experience of working with Proclaim case management system is desirable but not essential as full training will be provided
• Good IT skills
• A proven history in litigation
Department Specific Requirements
• To remain committed and focused to ensure the ELPL Team deliver on the teams key commercial objectives around the monthly/quarterly or annual billing target
• To pitch in as may be required on other aspects of case handling in ELPL given the size of the team
• Ability to deliver on Key Performance indicators being issuing Court cases, settling cases, recovering costs, keeping write offs to a minimum, delivering on assigned projects and hitting the billing target which will be communicated by the ELPL Manager. Aim too:
Settle 6 cases a month and/or bill a minimum of £16,000 per calendar month, pro rata to £48,000 as quarter for FT employees, pro rata in accordance with working hours for part time workers
• To ensure all cases are progressed at regular intervals to ensure we provide excellent Client care and move to settle cases as swiftly as possible
• To keep whoever is funding the case up to date on costs be that ATE provider, BTE provider and/or the Client
• To comply with deadlines/directions on a case by case basis
• To ensure all offers are sent out to Clients in writing
• To ensure case are prepared in good time ahead of hearings
• To ensure costs that the Client is liable for are passed to Clients and do not become the obligation of the Company unless it is our error
• To be mindful of the need to recover all costs, disbursements, DNA or financial losses from the relevant paying party
• To ensure cheque breakdowns to accounts are accurate
• To ensure Accounts ledgers are reduced to nil at the end of cases and cases are sent for closure swiftly
• To ensure requests for write offs are processed at case conclusion in swift manner
• To ensure that at case conclusion all paper files are disposed of be it:
o Shredded – where a complete copy of the content of the paper file is within Proclaim.
o Return original documents to Clients
• To run Proclaim tasks daily on the day they are due. In certain circumstances diarising tasks on may be required and this is capped at 100 days. If tasks are duplicate then please report up to your Team Manager so we can continue to improve our proclaim workflow
• To assist colleagues in your buddy group so that no important tasks are overlooked when they are absent through holiday or sickness
• To ensure using all means available are used to secure costs coming in in a reasonable timeframe
• To ensure that all incoming post is worked within 14 days and receipted in using the correct incoming mail phrases
• To respond to emails in a reasonable timeframe
• To engage with management on guidance given in a respectful and professional manner on a one on one basis or in team meetings
• To keep up to date with Training as requested by Compliance and/or other members of the management team
• To comply with deadlines around team or individual projects that may be set by the Senior Management Team and/or advise if you are going to be unable to comply with any deadline set
• To work with management to improve internal systems and procedures in a respectful and professional manner
• An ability to self-report where mistakes/errors have occurred on any case, for any reason, to your line Manager. This includes anything that may lead to a financial detriment to the Client or the firm or anything that will inhibit a smooth settlement of the case down to error
• To ensure that all working hours are used for the furtherance of work
• To ensure non-work related conversation on the shop floor is kept to a minimum so as not to disturb those working
• To always be mindful of the need to work together to ensure a pleasant working environment for all
• To keep use of the internet in working hours related to working issues only
• To return Client telephone calls in a reasonable timeframe in accordance with the SLA in the Client retainer letter
• To ensure you are available to take calks in line with the firm’s policy, currently after 2pm with all calls to be returned the same day
• Proven Fast Track experience
• Proven litigated ELPL experience
• Hard working
• Team player
• Focused on development and improvement
• As per contract
• Discretionary bonus
• Holidays – as per contract
• Birthday day off – with prior permission
• Death in service benefit
• Monday to Friday 9.00am to 5.30pm with a lunch break of one hour each day and/or may be varied as agreed.
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Thorneycroft Solicitors is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
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