File Handler Multi Track Team


Birkenhead or Liverpool

REFERENCE: 08/22/06
CLOSING DATE: 8/31/2022 12:00:00 AM

Salary: Negotiable

Job Purpose:

Deal with all aspects of litigated and non – litigated personal injury claims.  Experience and expertise in multi-track and/or pain related cases is an advantage.  Case values will generally be over 25k but some may fall under this.

Key Duties & Responsibilities:

  • Proactively and efficiently run a case load that will consist of Multi Track, Fast Track Fixed Fee and Portal RTA, PL/OL and EL claims as required with the intention of maximising damages for the client, by considering and pursuing all relevant heads of loss.  
  • Run cases where the Claimant has a pain related diagnosis and identify when those cases need to be escalated to a specialist handler.
  • Run cases where the Claimant has a head injury but to escalate to a specialist handler or seek guidance at key stages.
  • To identify and flag vulnerable clients and ensure that capacity is assessed by an appropriate expert where there are concerns that the client lacks capacity and/or check whether the client has an existing active Power of Attorney.
  • To obtain all relevant and necessary evidence (medical or otherwise) to establish liability and value quantum.
  • Liaise with approved panel medical experts as necessary.
  • Continually risk assess from the outset and the duration of the case to ensure that the prospects of success are sufficient to justify continuance and to extract promptly from cases where prospects of success fall below 51%. To carry out due diligence of your clients at key stages in the case and ensure clients are fully warned about fraud and fundamental dishonesty.
  • To keep to a minimum the amount of WIP and disbursements written off.
  • To support your peers with file reviews and assistance if requested and take over cases from other teams if requested by your manager or Head of Department.
  • Instruct Counsel, attend conferences, Court hearings, JSMs etc, when necessary either in person or remotely.
  • Undertake occasional advocacy when appropriate.
  • Take a pragmatic commercial approach to settlements advising clients as to litigation/cost risks.
  • To ensure clear and unequivocal instructions are obtained from any relevant lay and/or Litigation Friend and/or insurance clients and that they are fully documented.
  • Proactively manage your schedule entries in an appropriate order of priority.
  • Proactively take ownership of your performance against targets utilising the Qlik system.
  • Prioritise Court directions ensuring all directions are complied with in a timely manner.
  • To ensure all experts are provided with copies of Court Directions that involve them as soon as possible.
  • To promptly notify your manager in the event that any mistake is made so that you can be given support at the earliest opportunity to fix it.
  • Achieve and exceed various targets set in relation to fee income, settlements, closures, issuing and five star client reviews post settlement.
  • Ensure clients are kept informed and up to date on a regular basis throughout the life of the claim by proactive of communication by way of emails, phone calls, video calls and/or meetings.
  • Build a strong personal rapport by speaking/meeting with clients regularly ( in so far as it is cost effective to do so), ensure a consistency of service and ensure service levels are met.
  • Assist with business development if requested to include attending work related social events such as charity dinners or other events, some of which will be out of normal office hours.
  • Ensure that any relevant insurer is kept updated and fully informed as to the progress of any claims.
  • To ensure that correct retainers and rates are sent to the client, that costs estimates are updated annually and retainer rates reviewed regularly
  • Request and obtain all relevant documentation from clients at the outset and during the case.
  • To only instruct experts and Counsel that are on our approved list of experts unless authorised by your manager or Head of Dept.
  • Ensure that the correct medical or other evidence is obtained in the correct order so that the claim can be advanced and/or maximised.
  • To speak to you manager straight away if you are unsure or need guidance on a case.
  • To ensure that all evidence is closely scrutinised and stressed checked and cross referenced to all other evidence of both the Claimant and Defendant for inconsistencies.
  • Discuss liability and/or quantum offers with the relevant parties, making use of the telephone rather than letter whenever possible to build a stronger client rapport.
  • Prioritise incoming daily post/emails and dealing with anything needing urgent attention while the remainder of the post is dealt with expeditiously and in order of importance and productivity
  • To be involved in the mentoring and training of colleagues in the Multi Track and Serious Injury Teams if requested.
  • To attend all training sessions as requested.
  • Submit any professional membership applications such as APIL when requested.
  • To be proactive in the development of your own knowledge and experience and to share that with colleagues.
  • To act immediately in the event of any expression of dissatisfaction or complaint and to bring it to the attention of your line manager.
  • To ask all clients for a review on conclusion of their case – at point of settlement.

Experience & Knowledge:

  • A file handler of at least 4 years’ experience in the personal injury field
  • A proven track record of running your OWN successful caseload within a claimant personal injury environment to include at Multi Track Cases.
  • To have a good working knowledge of the CPR, relevant case law and legislation and progressing claims in a timely manner in accordance with the CPR
  • Excellent client care and analytical skills, to include providing written and oral advice in a clear concise manner
  • The ability to liaise and build up a rapport by using effective communication with all external agencies during the life of a claim including medical agencies, investigators, barristers etc.
  • Good IT skills with a sound working knowledge of VF or a similar case management system and essential MS Office knowledge.
  • Excellent time management and organisational skills, with a calm and methodical approach to work, and a flexible and adaptable attitude to resolving issues.
  • Be a team player, able to assist colleagues, step in when needed and be supportive and nurturing.
  • To have the ability to listen, learn and continually seek to improve your knowledge.

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.


  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan – claim back dental / physio / optical appointments
  • My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
  • Funded driving theory test (in relevant role)
  • Active network of Wellbeing Champions – providing mental health support
  • Training and development opportunities
  • Funded social events to connect with your colleagues
  • Dress for your day policy

File Handler - Multi Track Team

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