Case Handler

Description

BA Communication Services is seeking a compassionate and resilient Case Handler to join their dedicated team managing accidental injury claims. This role serves as the first point of contact for clients who have suffered injuries through workplace incidents, public liability cases, or road traffic accidents. The Case Handler guides clients through the entire claims lifecycle, ensuring clear communication and empathetic support from the initial notification stage through to resolution. Adherence to Financial Conduct Authority (FCA) conduct standards and strict data protection regulations is paramount, as is the ability to handle sensitive information responsibly. The position involves managing a team of 10 persons, requiring leadership capabilities alongside strong organizational and communication skills. The ideal candidate brings at least three years of experience in customer service, preferably within UK insurance, claims, legal, or financial services sectors. They demonstrate excellent written and verbal communication skills, maintain professionalism under pressure, and possess proficiency in Microsoft Office applications such as Outlook, Word, and Excel. Familiarity with case management software and intake workflows enhances the ability to manage high volumes of inquiries, maintain clear audit trails, and escalate complex issues appropriately. This role demands a proactive approach to gathering necessary documentation and resolving standard queries to support clients effectively.

Responsibilities

• Serve as the primary contact for claimants, solicitors, and third-party insurers, providing timely responses and empathetic support throughout the claims processing.
• Accurately log new accident claims into the Case Management System, capturing all incident details and policy information to ensure comprehensive case records.
• Proactively request and track outstanding documentation such as medical records, police reports, and witness statements to facilitate prompt claim resolution.
• Clearly explain claims processes and procedures to clients using plain and compassionate language, particularly when addressing distressed or vulnerable individuals.
• Handle high volumes of inbound and outbound communications via telephone, email, and online portals, keeping clients informed about claim status, medical appointments, repairs, and vehicle hire arrangements.
• Maintain meticulous records and a clear audit trail of all communications, actions, and decisions taken during the claims process, ensuring compliance with regulatory standards.
• Resolve standard customer queries independently, including inquiries about claim delays and document submissions, to reduce escalation frequency and improve efficiency.
• Identify complex liability disputes or customer complaints and escalate them promptly to the Claims Handler or Team Leader for resolution, contributing to customer satisfaction and risk management.
• Support adherence to FCA conduct standards and data protection regulations in all client interactions and data handling activities.
• Lead and manage a team of 10 Case Handlers, providing guidance, coaching, and performance feedback to ensure high service standards and team productivity.
• Collaborate with cross-functional teams including solicitors, insurers, and medical professionals to achieve seamless case progression and positive outcomes for clients.

Experience

3 Years

Apply By

Dec 1, 2026

Required Skills

• Case Management
• Case Assessment And Triage
• Client intake and communication
• Investigation And Evidence Gathering
• Case Management Software
• Salesforce Service Cloud
• Intake and Triage Workflows
• Matter Tracking Systems
• Customer Service
• Verbal Communication
• Written Communication
• Microsoft Office (Outlook, Word, Excel)
• Data Protection
• Regulatory Compliance
• Team Management