Personal Injury Handler (12 Month FTC)

At 1st Central, everything starts with our people.
As one of the UK’s leading motor and home insurers, we use smart technology, data and great service to make insurance fast, fair and simple for over 1.4 million customers. We’re proud to create an environment where people feel supported, trusted and able to grow - whether that’s developing new skills, taking on fresh challenges or making a real impact every day. If you’re looking for a role where you can make a difference, we’d love to hear from you.
Do you have third-party injury claims experience? Are you a logical thinker and keen to progress your career in a dynamic and fast growing insurer? Do you enjoy negotiating and managing a claim to a conclusion with strong knowledge of relevant legal jurisdictional rules and protocols? Well look no further!
We’re looking for a Personal Injury Handler to join our Personal Injury team on a 12-month fixed term contract based in our Haywards Heath, West Sussex office.
This role is all about being assertive, playing a key role in supporting the customer through their PI claims journey from initial contact to case resolution, you’ll be an expert in your field showing empathy and building strong working relationships.
Core skills we’re looking for to succeed in the role:
Investigative mindset: Skilled at gathering facts, reviewing legal documents and investigating claims to build strong cases.
Excellent communication: Able to communicate clearly with clients, insurers and Claimant solicitors.
Negotiation: Confident negotiating with insurers and other parties to reach fair settlements.
Deadline driven: Able to manage key claim deadlines and respond promptly to meet legal requirements.
Working flexibly, you'll spend the first 3 months in the office full-time for training and support, then hybrid begins with 4 days at home and 1 day in the office. But if you prefer to be in the office more, that's good with us too.
What’s Involved:
You’ll proactively triage and process MoJ/OIC portal claims from the outset to conclusion of “stage 1”
You’ll own and manage a portfolio, of Personal Injury claims submitted via the OIC/MoJ portals from receipt of new claim through to conclusion contacting policyholder’s, witnesses, Third Party Insurers to assess and agree liability keeping our policyholders informed on progress and managing expectations as and when required
You’ll manage inbound and outbound phone calls
You’ll ensure that all files are reserved accurately and promptly in accordance with our reserving philosophy
You’ll effectively assess basic liability decisions
You’ll effectively negotiate, as appropriate, with customers, suppliers, Unrepresented Claimants rand all relevant Third-Party representatives
You’ll promptly identify potential fraud indicators which require referral
You’ll ensure that any bodily injury claims with potential large loss indicators are referred promptly
You’ll ensure all continuous improvement ideas are raised via the Team leader or Technical Lead.
You’ll develop and maintain effective relationships with colleagues
You’ll be responsible for own personal development requirements in specialist area, by attending all training sessions to ensure understanding of technical issues
You’ll ensure that all expressions of dissatisfaction are registered in accordance with FCIM’s complaint procedure
You’ll achieve all personal objectives, Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
You’ll carry out duties, activities and tasks as directed within the Claims and Fraud pillar to ensure all departments perform effectively and efficiently and meet the demands of First Central’s customers and any third parties
Experience & Knowledge
Experience of handling personal injury claims including indemnity validation, accurate reserve setting, liability resolution. fraud detection and large loss indicators,
Experience of managing inbound and outbound calls
Knowledge of claimant representatives (KYO/ Non KYO)
Knowledge of liability assessment
Knowledge of working with the OIC portal preferred
Experience of working in a team environment
Skills
Effective communication skills, both verbal and written using everyday methods of communication
Negotiation and influencing skills
Good time management and organisation skills
Good assertive skills
Good time management and organisation skills with the ability to prioritise work
Problem-solving skills with the ability to adopt a logical approach to resolving problems
Good customer service skills
Good numeracy and literacy skills
Computer literate
Good Continuous Improvement tools and techniques
Manages Customers expectations and can identify a complaint and understand the escalation process.
Behaviours
Tenacious and able to negotiate.
Customer focussed
Takes initiative to make decisions
Self-motivated and enthusiastic
Able to evidence a thorough approach to claims handling
Emphasis on attention to detail and accuracy
Ability to work on own initiative and equally collaborate with others internally or externally
Flexible approach and positive attitude
An organised and proactive approach
Confident in presenting complex information in a clear and concise manner
Strives to deliver performance targets and drive business improvements to contribute to the success of the business
Ready to join us?
We’re looking for talented people who want to make a real impact for our customers, colleagues and business. Apply today and discover where a career at 1st Central could take you.
To find out more about careers at 1st Central, take a look here