Paralegal - Claims & Complaints

The role

Shakespeare Martineau is seeking a Paralegal - Claims & Complaints to join their Litigation and Regulatory practice in Birmingham. This role is for an individual with a tenacious and resilient approach, offering excellent development in a collaborative team environment.

What you'll do

• Support the claims and complaints team by assisting with claims and complaints investigations from inception to resolution
• Manage own claims and complaints case files and maintaining complete records of those cases on the internal database and electronic filing systems
• Deal with claims and complaints and providing verbal and written advice following consideration of the cases
• Consult with supervisor regarding proposed remedies and compensation payments
• Ensure consistency in proposed compensatory awards
• Provide detailed response letters to claimants and complainants upon conclusion of the investigations
• Deal with the Legal Ombudsman by co-operating with their investigations
• Monitor and adhere to timescales and deadlines set in accordance with the internal complaints procedure
• Communicate effectively with internal clients during an investigation and providing pastoral and technical support to fee earners involved in those investigations
• Assist with the collection of claims and complaints data to be distributed in an appropriate format for internal use and upon request from third parties
• Conduct and support investigations and prepare responses to service complaints and claims made against the firm
• Maintain and collate relevant data for investigations
• Support the COLP or as part of preparing a ‘root cause analysis’
• Liaise with internal stakeholders
• Liaise with external stakeholders including insurers, brokers and the Legal Ombudsman
• Liaise directly with claimants and complainants, where appropriate
• Perform file, disclosure and document reviews
• Take notes
• Conduct interviewing and drafting witness statements
• Provide paralegal and administrative support
• Open and close files and conduct conflict searches
• Deal with general correspondence including drafting forms and documentation
• Handle telephone calls, queries and enquiries, where appropriate
• Perform any other task as appropriate to meet business requirements

What we're looking for