Case Handler (Personal Injury/Accidental Claims)

Description

BA Communication Services is seeking a skilled and compassionate Case Handler specializing in personal injury and accidental claims. This role involves managing workplace, public liability, or road traffic accident cases throughout the entire claims lifecycle. The Case Handler serves as the main point of contact for claimants, solicitors, and insurers, providing clear, empathetic communication and guidance. Accurate documentation is maintained in advanced Case Management Systems with strict adherence to regulatory compliance including FCA conduct standards and data protection regulations. This position includes leadership responsibilities managing a team of 20 claims professionals, ensuring high-quality client service and efficient claims resolution. The successful Case Handler supervises and mentors their team, monitors workflows for compliance with regulatory and company policies, and collaborates with cross-functional departments to optimize claims handling processes. The role demands continuous updating of professional knowledge in personal injury law, claims practices, and regulatory requirements. A minimum of two years of relevant experience is required to thrive in this dynamic and impactful position.

Responsibilities

• Act as the primary contact for clients, solicitors, and third parties involved in personal injury claims to ensure professional, timely, and empathetic communication.
• Log and maintain detailed claims within the Case Management System capturing all relevant incident and policy information to create comprehensive case files.
• Collect outstanding documentation such as medical evidence, police reports, and witness statements to support efficient claims progression.
• Clearly explain the claims process to clients using compassionate communication to provide comfort and understanding during difficult situations.
• Manage high volumes of inbound and outbound communications including phone calls, emails, and portal messages regarding claim statuses and appointments.
• Maintain detailed audit trails of all communications and claim-related actions to ensure transparency and accountability.
• Resolve routine inquiries promptly while escalating complex liability disputes and client complaints to senior claims personnel as necessary.
• Lead and support a team of 20 claims professionals by providing guidance, motivation, performance management, and mentoring to foster a cooperative team environment.
• Monitor team workflows to guarantee compliance with FCA regulatory standards, data protection legislation, confidentiality, and company policies.
• Collaborate with other departments to streamline claims handling processes and improve overall client satisfaction.
• Enforce strict adherence to FCA conduct rules, confidentiality requirements, and data protection laws in all claims handling activities.
• Continuously update personal knowledge on personal injury law, claims best practices, and regulatory changes to maintain professional expertise.
• Mentor team members in professional development and regulatory compliance to build a knowledgeable and effective claims handling team.

Experience

2 Years

Apply By

Dec 8, 2026

Required Skills

• Personal Injury Claims Handling
• Claims Portal And OIC Processes
• Medical Evidence Review
• Negotiation and settlement
• Litigation And Legal Procedures
• Claims Case Management Systems
• Regulatory Compliance And Claims Governance
• Client Care And Claimant Communication
• FCA Conduct Standards
• Data Protection Legislation
• Team Leadership

Nice to Have Skills

• Performance Management
• mentoring
• Communication Skills
• Conflict Resolution
• Process Improvement