Rhian Sian Gerrard
NEATH,NEATH AND PORT TALBOT
Summary
Accomplished Team Leader with extensive experience in legal case management and team supervision at New Law Solicitors LLP. Proven track record of implementing MOJ procedures, delivering employee training, and achieving KPI targets. Skilled in customer service excellence, risk assessment, and performance monitoring. Adept at resolving complex disputes and enhancing team productivity through strategic task delegation. Career focus on leveraging legal research and compliance expertise to drive organisational success.
Overview
22
22
years of professional experience
Work History
Team Leader
New Law Solicitors LLP
08.2011 - Current
- Transitioned into role due to absent managers for litigated cases.
- Managed a team of 8, meeting KPI targets and timelines.
- Implemented new MOJ procedures and delivered training for the team.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Resolved complex customer enquiries, disputes and complaints.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
Litigation Team Leader
New Law Solicitors LLP
03.2011 - 07.2011
- Managed 7-person team to meet KPIs and progress claims promptly.
- Tracked daily performance targets while adhering to service level agreements.
- Implemented new procedures from MOJ reforms and delivered team training sessions.
- Monitored team performance, identified improvement areas, and applied corrective actions.
- Planned employee workloads and delegated tasks to handle seasonal demand shifts.
- Provided quality service using friendly, professional communication with customers.
- Led staff meetings to delegate tasks, assign workloads, and brief priorities.
- Built open, professional relationships to resolve issues effectively.
- Monitored team performance through observations and key metric tracking for underachievers.
Litigator
New Law Solicitors LLP
10.2010 - 02.2011
- Gathering evidence, assessing legal risks and advising clients on their prospects of success.
- Preparing particulars of claim, witness statements and trial bundles.
- Negotiating and settling claims.
- Preparing instructions to counsel.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Built and maintained courteous and effective working relationships.
MOJ Team Leader
New Law Solicitors LLP
10.2008 - 09.2010
- Managing a team of 8 to ensure that KPI’s are met, claims are progressed promptly and that service level agreements are adhered to.
- Due to the new MOJ reforms ensuring that new procedures are implemented and providing training for the team.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Resolved complex customer enquiries, disputes and complaints.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
Case Manager
New Law Solicitors LLP
07.2008 - 10.2008
- Negotiated claimant personal injury claims from start to finish.
- Managed a case load of 280 files from intake to closure.
- Maintained confidential client records and followed data protection regulations.
- Drafted service plans, reviewed progress, and assessed case closures.
- Stored all case notes and client details on company systems.
- Prioritised urgent matters to run caseload efficiently and improve outcomes.
- Recorded thorough case histories and wrote reports on observations.
- Outlined diagnoses and treatment plans in detailed, legally ready reports.
Team Leader
Hugh James Solicitors
05.2005 - 06.2008
- Managed a 10-person team and coordinated daily casework priorities.
- Reviewed quantum and liability, then drafted case plans for follow-up.
- Monitored performance, corrected gaps, and met team KPI targets.
Pre-Lit Case Negotiator
Hugh James Solicitors
01.2005 - 05.2005
- Negotiating defendant personal injury claims.
- After I had been given my instructions on the case I negotiated liability and quantum issues to obtain a settlement in order to avoid litigation.
- I managed a case load 350 files.
- In addition to this I maintained a record of all fraud files.
- Cardiff
Outdoor Paralegal
KTP Solicitors
Bridgend
12.2004 - 12.2004
- Visited potential claimants, took statements, and assessed personal injury prospects.
- Advised claimants on work-related personal injury claim potential.
- Visited potential claimants in Bridgend and documented evidence for RTA cases.
Education
CILEX - <ul> <li>Currently completing my Portfolio</li> </ul>
CILEX
06.2026
ILM Business Management -
Hugh James Solicitors
01.2008
Bar Vocational Course - Competent - criminal and employment law
Cardiff University Centre for Professional Legal Studies
01.2004
LLB (Hons) 2:2 -
Swansea Institute of Higher Education
01.2003
‘A’ Levels x 3 -
Swansea College
01.2000
GCSEs x 9 -
Cwmtawe Comprehensive
01.1998
Skills
- Team leadership and supervision
- Customer service excellence
- Legal research and compliance
- Case management strategies
- Risk assessment and mitigation
- Performance monitoring and reviews
- Employee training and development
- Data analysis for team performance
References
Available on request
Hobbies and Interests
- Swimming
- Yoga
- Taking long walks
Hobbies and interests
- reading
- yoga
- swimming
Timeline
Team Leader
New Law Solicitors LLP
08.2011 - Current
Litigation Team Leader
New Law Solicitors LLP
03.2011 - 07.2011
Litigator
New Law Solicitors LLP
10.2010 - 02.2011
MOJ Team Leader
New Law Solicitors LLP
10.2008 - 09.2010
Case Manager
New Law Solicitors LLP
07.2008 - 10.2008
Team Leader
Hugh James Solicitors
05.2005 - 06.2008
Pre-Lit Case Negotiator
Hugh James Solicitors
01.2005 - 05.2005
Outdoor Paralegal
KTP Solicitors
12.2004 - 12.2004
CILEX - <ul> <li>Currently completing my Portfolio</li> </ul>
CILEX
ILM Business Management -
Hugh James Solicitors
Bar Vocational Course - Competent - criminal and employment law
Cardiff University Centre for Professional Legal Studies
LLB (Hons) 2:2 -
Swansea Institute of Higher Education
‘A’ Levels x 3 -
Swansea College
GCSEs x 9 -
Cwmtawe Comprehensive