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Senior Claims Assistant

Business Excellence


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We currently have a rare and exciting opportunity to join our Business Excellence team as a senior Claims and Complaints Assistant.   If you are a legal assistant or senior paralegal experienced in litigation, ideally including professional negligence claims and / or solicitor complaints, and are located closely to either our Bristol, Southampton or Truro Office, this could be the time to make the move as we continue our ambitious growth plans. 


As the Senior Claims and Complaints Assistant, you will be joining a supportive team of 8 professionals, 5 of whom are solicitors, all focusing on risk and compliance.  The team's four main areas are:  compliance and audit; claims, complaints and quality; data protection and supply chain management; and strategic and other firmwide risk management including business continuity. 

Our vision is for a market-leading risk team:  commercially-aware; highly capable; bringing holistic risk management to every part of the business; and of considerable value to the firm, supporting it to do its best work for clients, safely. 


Our Senior Claims and Complaints Assistant will play a key role having day-to-day engagement with all matters within the claims, complaints and quality function reporting directly to the Claims and Complaints Manager, Joanna Hutchings, who heads this function and in turn reports to our General Risk Counsel (GRC) Matthew Sturgeon | Foot Anstey.  The GRC leads the Business Excellence team and risk management at Foot Anstey and in its wider group.  

What you will be doing: 

  • Setting up internal claims and complaints files and maintaining the claims and complaints registers
  • Progressing towards resolving lower level claims and service complaints yourself, from start to finish in line with regulatory timing and content requirements.  This includes acknowledging them; investigating them and researching/considering relevant issues including own interest conflict; liaising and advising internally, including responding to internal queries; drafting responses; engaging with claimants, complainants, the Legal Ombudsman and insurers as appropriate; and identifying and agreeing terms of resolution and implementing them  
  • Assisting the Claims and Complaints Manager when resolving more complex and/or serious claims and complaints, and SRA complaints, including to the extent appropriate any of the above actions and liaising with panel solicitors and/or Counsel
  • Assisting with identifying trends and issues in complaints and claims and proposing recommendations for remedial measures
  • Assisting with providing team and firm-wide training and guidance to help prevent errors and their reoccurrence and advise generally on the firm's claims and complaints processes
  • Assisting with the annual insurance renewal process by collating information and helping to prepare submissions to insurers
  • Assisting the Claims and Complaints Manager and others in the Business Excellence team with delivering the Firm's quality initiatives including setting up and preparing information for quality standards meetings, taking minutes and assisting with follow-ups and implementation of new quality measures where appropriate, including reviewing progress and monitoring completion of actions
  • Assist with responding to client questionnaires, tenders, etc in relation to claims and complaints

What you need:

  • Be a legal executive or senior paralegal, able to demonstrate your ongoing litigation experience ideally including that of professional negligence claims and / or solicitor complaints
  • Have solid analytical, research and drafting skills
  • Able to balance being judicial and adversarial in resolving disputes
  • Be highly organised with focus and attention to detail
  • Be commercial and pragmatic with sound judgment and decision-making skills
  • Be a strong, diplomatic communicator with measured approach which instils confidence and sense of support whilst delivering appropriate risk and compliance message 
  • Be Team-centric, a relationship-builder
  • Be service-focused, quality-driven and have a can-do attitude 
  • Be resilient, with energy and enthusiasm for enhancing risk management

Our offer to you

In return for your efforts, you can expect considerable scope for personal as well as professional development. We encourage people to engage with our popular and well supported coaching and mentoring programmes, which connect you to people right across the firm and at every level. We create space for mental and physical wellbeing with our weekly Lifestyle Hour, along with private medical insurance, 28 days annual leave and a sabbatical you can take every 5 years. You can also buy and sell holiday, managing your benefits flexibly using our sophisticated portal to configure your total reward offer according to what you value most. As part of this, you can make ongoing or one-off donations to our charitable foundation and access our CSR programme where you can engage with community-based initiatives (as a team, or individually) twice a year, to give something back where you feel it matters. Find out more here : Our benefits | Foot Anstey

Successful applicants will be required to complete a pre-employment screening process which includes a financial integrity check and a DBS check. If you wish to discuss any issues or questions in connection with this or would like to discuss this role, please do speak in confidence with a member of the Talent Acquisition Team. Contact us at [email protected] and we will come back to you as soon as we can.

Why Foot Anstey?

As one of the UK's fastest growing law firms, Foot Anstey believes in helping our clients and people achieve their ambitions, unlocking new and exciting opportunities. Our team of business and legal advisors are motivated by understanding clients' goals and collaborating with them and other advisers to deliver solutions.  By becoming our clients’ most trusted advisor, we are enabling them to achieve their ambitions. How we do it is just as important as what we do. Our values define the way we act with our clients and one another every day, and because of these we think our culture and environment sets us apart.

Over our history we've grown from a high-street firm to a significant regional and national player working with leading brands and individuals predominantly across six key sectors: Private Equity, Retail & Consumer, Energy & Infrastructure, Islamic Finance, Developers  and Private Wealth. Our strategy of gaining market share through meeting clients' needs, investing in and developing high quality talent and using technology and innovation to enhance our services has led to significant growth. We now operate from eight locations: Truro, Plymouth, Exeter, Taunton, Bristol, Southampton and London, as well as a 'hub' base in Oxford.

Our people are central to our success, in every part of the business. We actively support our employees to achieve their aspirations through offering meaningful careers with balanced rewards, which have been carefully designed to focus on personal wellbeing. We offer continual opportunities for support and professional development through our Business Skills Academy and Digital Skills Academy, and believe in empowering each other to achieve and strive to create a progressive and inclusive working environment. Being forward-thinking, we are open to discussing flexible working patterns for all of our vacancies, with over 40% of our existing employees having a permanent flexible working pattern. In addition, our impressive suite of flexible benefits will enable you to prioritise what matters most to you. You can find out more about what it's like to work at Foot Anstey here : Careers | Foot Anstey

Creating a diverse and inclusive workplace is integral to delivering our strategy, and we were delighted to be awarded the National Equality Standard for a second time in 2021.  We consider this to be right at the heart of our priorities, and goes way beyond our policies – it’s something we consider across everything we do, from the make-up of our client teams, encouraging staff to reach their potential, through to our leadership. We aim to support our clients and our people to achieve their goals, regardless of background, gender, race, beliefs, sexuality or other non-work related factors. We champion aspiration and encourage it in everyone that works with us.  As such we actively encourage applications from all suitably qualified people, regardless of any characteristics protected by law. If you apply for this role you may be encouraged to answer our diversity and social mobility monitoring questions, so please be reassured that any answers you provide will remain entirely anonymous and confidential and will in no way impact your application.

Foot Anstey. Powering Your Ambition.


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Careers at Foot Anstey