Senior Legal Counsellor

Join AIM Legal Expenses Insurance Services Ltd as a Senior Legal Counsellor and contribute to providing top‑quality legal support to clients.

Job Title : Senior Legal Counsellor (2 positions)

Location : Legal Call Centre, Johannesburg, Gauteng, South Africa

Salary Grade : Senior Legal Counsellor Grade One (1)

Reporting to : Branch Manager

Employment Type : Permanent, Full‑time

Working Hours : Monday–Friday 08 : 00 – 16 : 30 (subject to operational requirements); Alternate Saturdays 09 : 00 – 12 : 30 (subject to operational requirements)

Senior‑Level Status : Mid‑Senior

Industry : Insurance

Job Function : Legal

Purpose of the Position

The purpose of this position is to assist the Branch / Departmental Manager with management functions, provide legal advice and paralegal solutions to clients, support department streamline day‑to‑day legal quality controls, and staff support.

Key Responsibilities

• Audit and assess case files.
• Ensure quality of service for paralegal claims, including assessment and conducting quality checks on at least 7 claims per day.
• Provide coaching and feedback to LC’s / ALA’s.
• Ensure referred claims are assigned to appropriate departments within 48 hours.
• Facilitate claim referrals and authorisations time‑wise.
• Attend to case and diary management.
• Assist Line Manager with staff compliance to SLA, quality service charter, and best‑practice rules.
• Provide legal advice and telephonic assistance to members.
• Assist with call intake and telephonic consultations.
• Attend to customer complaints in accordance with complaints handling policy, SOPs, and internal company policies.
• Conduct member / claimants interviews to obtain feedback on service quality.
• Assist Line Manager with recruitment, selection, performance reviews, training, and staff development.
• Provide leadership and guidance to legal staff.
• Ensure efficient call centre capacity, monitor call activity, service levels and queue metrics.
• Attend to staff scheduling and roster compilation.

Other Requirements

Qualifications / Experience

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