Personal Injury Claims Handler

Royal Tunbridge Wells, England, United Kingdom

1/9/2025

Company Description

Location: Tunbridge Wells- hybrid 40% office work 60% work from home

Salary: Up to £28,000 dependant on experience and an annual performance related bonus of up to £10%

Hours of work: 37.5 hours per week, Monday - Friday 9am - 5.30pm, with overtime sometimes available.

Contract: Full time-permanent

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As our Personal Injury Claims Handler, you will be responsible for handling a portfolio of personal injury claims. You will already have experience of handling liability disputes, managing customer expectations with a working understanding of the Pre Action-Protocol, MOJ and OIC Portals.

This is the job

You will have full case ownership of claims with values of up to £25k, with the opportunity to deal with higher value claims. This is your opportunity to take ownership and responsibility for a portfolio of cases and to see each case through to completion, all whilst providing an outstanding customer experience during what can be a difficult time for your customer. By ensuring your customers’ expectations are met and exceeded, you’ll be liaising with internal and external departments, making sure all parties are kept fully informed of the situation until the work is completed.

• Hybrid
  
  

What will I be doing?

You’ll Be

• A confident communicator: You are the person to provide outstanding customer service. Drawing on your honed customer service skills, you ensure your customer is always treated fairly and with empathy in accordance with company and industry set guidelines. You also improve customer claims experience by identifying process / control gaps in panel performance and agreeing relevant actions.
• A stickler for detail: Attention to detail is key as you manage your own portfolio and see them through from cradle to grave. You assess the liability for an accident, offering advice and guidance to your customers giving an objective opinion on prospects and, where necessary, advise your customer where liability will rest
• A proactive team player: You identify and report where necessary to team management claims where poor prognostic indicators are present. You are keen to get involved in departmental projects whether this is improving process efficiencies, service projects or cost supporting; you always have an eye on continuous improvement.
  
  

What do I need?

You’ll Need

• Previous insurance experience with ideally a knowledge of personal injury claims and litigation
• Experience of using both MOJ and OIC portals
• Thrives when working in a fast paced, target orientated environment
  
  

Additional Information

This is a hybrid working role – Tunbridge Wells

• Bring your best self and we provide the rest, with the best available equipment!
• Free breakdown cover from day one
• 25 days holidays (increases with service) plus bank holidays
• Up to 7% company pension contribution
• A famous brand that our customers love with industry leading training
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
  
  

For more information on our full benefits package, including discounted home and motor insurance, take a look at our website, Taking care of you - AA Careers (theaacareers.co.uk)

As a valued team member, you’ll have access to a range of fully supported development programmes, designed to help you progress your career with us. Whether you’re looking to grow in your current role, or learn new skills and take on greater responsibilities, we will help you build the career you’re looking for.

Here at the AA we understand diversity and value the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, are empowered to be your best and feel like you truly belong.

You can apply today by clicking on the link below and filling out a short application form. Your application will then be reviewed before we arrange an online interview assessment. As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

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