First Response Team Manager

úCompetitive + Bonus

The First Response team will deal with all new enquiries to the Personal Injury team, assessing claims, determining prospects of success and winning new business.

The First Response manager will have responsibility for the effective operation of our first response service and a team comprising 3 full time Agents and 2 part time Agents.

Main responsibilities:

  • Managing the team of first response agents responsible for all handling all new enquiries into the Personal Injury team
  • Monitoring team performance statistics and reporting on these to senior managers
  • Monitoring first response team rotas ensuring adequate cover at all times
  • Training all client first response agents
  • Raising the profile of Thornton’s Personal Injury team and winning new business
  • Motivating staff to achieve goals
  • Recording all information and communications on the case management system
  • Maintaining excellent levels of service to all clients and commercial partners
  • Meet the performance standards required by the firm with regard to personal targets and objectives.  

Additional Responsibilities:

  • Effectively handling new enquiries received by phone/email
  • Taking statements, capturing all necessary information relative to the claim, including an accurate description of the accident circumstances
  • From the information obtained, assessing the validity and merit of prospective claims
  • Where additional information is required, proactively chase and monitor the progress of new enquiries
  • Explaining the personal injury claims process to prospective clients 
  • Winning new business - signing up prospective clients with meritorious claims to include completion and return of client agreement documentation

Ideal candidates will have previous management experience and previous experience or knowledge of personal injury.


  • 35 Hours per week, Monday to Friday, with flexibility to cover some 9am – 5pm and 10am – 6pm shifts over the course of the week.

Salary and Benefits

  • Competitive basic salary + performance related bonus
  • 25 days holiday and 7 public holidays

Contributory Pension scheme, Employee Health Care Plan, Child Care Vouchers

Application Details

Closing date:

HR Department
01382 229111
Whitehall House
33 Yeaman Shore

Store this job