New Instructions Assistant

Application Deadline: 9 March 2026

Department: Business Support

Location: Bolton

Description The main responsibilities of a New Instructions Team member is to process any New Instructions received by the business in various formats. The role includes working as part of the biggest support team in Keoghs. We are a fast paced, hardworking and target driven team. The file opening team opens around 7000 files per month for all areas of the business and therefore completes work on all types of claims including Motor, Commercial Litigation, Employers Liability and Public Liability, and for over 40 clients with individual requirements. The role of the New Instructions team member will be to follow client instructions and process guidance in accessing their documents to create workable documents that can then be used by our file opening team to enter onto our systems. The role requires the attention of the individual to identify the urgency of a new instruction, the accuracy in processing all document received, the attention to detail in creating a log of work received an ensuring the management of the new instructions inbox is up to date to ensure nothing is missed. A great opportunity to develop a vast amount of technical skills and knowledge and a great team for career development. Key Accountabilities ·Ensuring that they always act in line with the Data Protection Act, SRA Standards and Regulations, and the Lexcel Manual ·Working together to process new instructions daily within SLA’s ·Ensure that they achieve their objectives ·Receiving all new instructions from the post room, and conducting an initial review to identify level of criticality, division and accident type ·Making calls where required, to clarify information. ·Using PAT to ensure all work received is processed and is traceable. ·Prioritising own workload throughout the day depending upon criticality and time received ·Promptly and professionally dealing with queries received internally within Keoghs, or externally from clients ·May also be required to assist other functions within the Business Support Unit, with any of the following tasks: ·Administrative support ·Closing files on the case management system ·Sorting & distributing post, which may include transporting files between our Bolton offices ·Assisting Reception Responsibilities are the likely to increase as confidence of the individual grows in order to help progress onto the next available role. Working Hours Monday-Friday 9am-5pm with 1 hour unpaid for lunch Experience, Skills and Qualifications ·5 or more GCSE Grade A-C including Maths & English ·Competent IT user ·Excellent organisation skills ·Ability to work under pressure to targets ·Excellent attention to detail ·Confident telephone manner ·Self-Motivated ·Ability to adapt to ever changing processes and grasp new work easily ·A great eye for detail & accuracy ·Confident in problem solving and able to work on their own initiative ·Must be able to demonstrate high standards in numeracy and literacy. ·Ability to work as part of a team ·Excellent communication skills ·Behaviours - displays a positive and professional attitude towards their work and colleagues in line with Keoghs Shared Behaviours ·Communication – ability to adapt communication style to ensure a mutual understanding is achieved both with customers and colleagues ·Planning & Organisation – ability to structure, manage and prioritise workload accordingly ·Adaptability – ability to adapt to different situations and tasks, whilst maintaining quality and service ·Quality of Service – to be able to demonstrate an understanding of all detailed aspects of the service and function, and how that contributes to the success of the division Desirable: ·Data input experience ·Telephone experience ·Customer service experience Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• Simply Health Care Cash Plan
• WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
• Death In Service – after 1 years’ service
• Pension Contribution based 5% Employee / 3% Employer
• Employee Resource Groups
• Employee Volunteering Programme
• Cycle to Work Scheme*
• Tech Scheme*
• Season Ticket Loan*
• Gym Flex*
• Access to Online Discount Sites
• Discounted Gourmet Society Membership
• Discounted Tickets for Merlin Attractions nationwide
• Discounts at local retail outlets

*after successfully completing probation