Personal Injury Technical Claims Coach

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Are you a talented claims professional with strong PI technical claims handling knowledge and experience? Do you have great people skills and the ability to work with stakeholders of all levels? Are you able to look at the core of a process and see where you could make improvements? If so, we want to hear from you!

We’re looking for a Personal Injury Technical Claims Coach to join our Customer & Operations team in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices. 

Reporting into the Head of Personal injury Claims, this role will provide support to the Head of Personal injury Claims and Technical Claims Lead. You will support in the delivery of claims handling tactics, strategies and change. Providing day to day technical support to Claims Handlers/Negotiators.

We’re all about people and we’re passionate about continuous improvement, so you’ll share your thoughts with the team to continually progress our methods and team knowledge. 

Core skills we’re looking for to succeed in the role:

Personal Injury claims handling knowledge and experience

Technical understanding of claims processes

A continuous improvement mindset with the ability to audit and give constructive feedback

People focussed and able to manage stakeholders of all levels

Attention to detail

What’s involved:

To support the delivery of Claims Technical continuous improvement initiatives, tactics and strategies through concept, research and analysis, pilot and transition to business as usual (BAU) as appropriate, including providing updates to key-stakeholders and relevant business areas regarding any potential claims handling process changes.

To provide technical support to the Claims Handlers/Negotiators, via Microsoft Teams and/or face to face, by being first point of contact for process questions.  

To ensure claims handling being carried out by the Claims Handlers/Negotiators is to a high standard and processes are adhered to and claims are accurately reserved.

Undertake periodic claim reviews on Claims Handler/Negotiators and to ensure tactics/strategies and handling guidance is being adhered to as well as identify areas of knowledge/development that may be required, putting in place actions with the handler’s Line Manager, to ensure a high level of support is provided.

To conduct monthly coaching sessions, one to one, with the Claims Handlers/Negotiators and provide feedback, remedial actions and discuss continued development.

Support the Performance team in identifying and driving improvements in claims leakage, through the subsequent coaching and feedback sessions with the Claims teams and handlers.  

To provide high quality written referral responses to support the progression of the Claims Handlers technical development.

Support Customer relations on ensuring good outcomes are delivered in relation to Claims complaints.

To support the creation, development of and maintenance of Claims Technical training material ensuring it is in line with First Central current best practices and all relevant legal frameworks.

To support with the update and maintenance of claims handling guidance documentation including but not limited to Claims Handling Procedure Manuals and Core Process Maps.

Deliver and/or support the delivery of Claims Technical training modules as required to a high standard to new starters to the department and existing members as and when is required.

To hold litigation review meetings with the Claims Handlers/Negotiators at key points during the litigation process including sign-off of agreed course of action.

To conduct technical audits on external suppliers to ensure a high level of quality service is being delivered whilst also ensuring key SLAs and KPIs are being met, including provision of data to Supplier Managers to support with external relationships.

Keep up to date with changing and emerging trends in motor insurance market.

Ensure compliance with Company Policies, Values, Consumer Duty and guidelines and other relevant standards/ regulations at all times.

Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.

Any other reasonable duties 

Experience & knowledge

Strong motor claims experience.

Excellent background claims handling of a technical nature.

Excellent knowledge of motor claims processes and a good understanding of relevant claims related legislation, regulation and FOS outcomes.

Excellent knowledge of FCA requirements (including Consumer Duty) and the regulatory framework relating to general insurance.

Experience in delivering coaching, training and feedback.

Experience in delivering new initiatives.

Skills

Excellent communication skills, both verbal and written  

Good time management and organisational skills 

Negotiation and influencing skills.

Strong problem-solving skills, with the ability to adopt a logical approach to resolving problems.

Strong customer service skills.

Good numeracy and literacy skills.

Computer literate, to include Word, Excel, PowerPoint

Behaviours

Customer focussed (internal customers & external).

Passionate about improving processes and finding better ways to do things.

Passionate about the development of colleagues and providing the necessary support.

Takes initiative to make decisions.

Emphasis on attention to detail and accuracy.

Able to work on own initiative and as part of a team.

Confident in presenting complex information in a clear and concise manner

Self-motivated and enthusiastic 

An organised and proactive approach 

A flexible approach and positive attitude 

Strives to drive business improvements to contribute to the success of the business 

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our colleagues think about working here.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.