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Personal Injury Head of Excellence (SIU058)

Added 17 days ago


To ensure compliance and develop technical excellence in the Personal Injury teams (which includes the ULR and Court of Protection Teams), enabling them to meet the needs of our customers and deliver Fletchers’ plans


Accountable for:

  • Ensuring that the PI Department as a whole delivers an excellent Customer experience through Performance, Practice, Quality, Development and Innovation
  • Carrying out quality control checks to ensure cases are accepted, managed and completed in line with Fletchers’ and wider compliance standards
  • Producing quality control reports and investigations into any concerns arising from review of cases




  1. Strategy & Leadership
  • To ensure that the PI department deals effectively with their compliance issues, engaging with the central Compliance team where appropriate
  • Provide technical support to the teams to enable them to offer excellent customer service and to achieve their agreed performance targets
  • Deliver the appropriate objectives on “The Pitch”
  • Support the budgeting process for the PI department
  • Ensure the department delivers quality legal services with unrivalled customer care in a compliant way


  1. People Management
  • Model “Wise, Kind and Strong” management behaviours


  1. Technical
  • Provide advice and guidance on any and all Personal Injury team issues
  • Ensure cases are being progressed appropriately throughout the department, in line with compliance requirements and that excellent customer satisfaction is delivered



  1. Team Productivity:
    1. Fees per person
    2. Work Done per person
    3. EBITDA per person
    4. EBITDAW per person
  2. Number and quantum of departmental write-offs
  3. Customer satisfaction scores
  4. Compliance:
    1. Legal best practice
    2. GDPR compliance (zero data breaches)
  5. Effective and efficient case progression through the team
  6. Learning and Development (L&D):
    1. Departmental L&D needs identified
    2. Departmental L&D issues needs met



  1. Provides a service to…
  • Customers
  • Compliance
  • The other Personal Injury Heads Of
  1. Receives a service from…
  • Systems
  • Compliance
  • Operations
  • Medical Law Pagination Services (MLPS)
  • Third party providers (e.g. other pagination services, medical experts etc)
  1. Acts as a champion/pressure group for…
  • Innovative and best practice legal conduct of Personal Injury team cases
  1. Governance group membership
  • Heads Of



  • Qualified solicitor, lawyer, or equivalent qualification
  • Significant experience of running a wide variety of Personal Injury claims
  • Understanding of the compliance issues involved in Personal Injury claims
  • Ability to deliver excellent customer service
  • A good understanding of how to deliver and grow team productivity
  • Experience of coaching and supporting teams running Personal Injury cases
  • Ability to role model good practice leadership
  • Technology literate, with the ability to use technology to enhance legal services
  • Excellent interpersonal skills, with the ability to form positive working relationships with a wide variety of team members
  • Strong analytical skills


Vacancy Overview

LocationRemote WorkingSouthport
DepartmentSerious Injury
Closes27th Nov 2020

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