Claims Technical Lead – Personal Injury

Claims Technical Lead – Personal Injury

Haywards Heath or Salford Quays
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Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We need a Claims Technical Lead – Personal Injury to join our Third Party Personal Injury team in either Salford Quays, Manchester, or Haywards Heath, West Sussex.

Your role is to identify, research and deliver technical claims initiatives/enhancements that enable claims areas to be optimal in efficiency and effectiveness, both operationally and in terms of claim spend, while embedding an environment of continuous improvement.

You’ll also contribute to the maintenance and enhancement of all procedures, processes and strategies relating to claims handling across first and third party, to meet all required internal and external standards. These include regulatory requirements, all while providing excellent customer experience and protecting and improving indemnity spend.

Job responsibilities
Working collaboratively with the PI Claims Leadership team and Claims Negotiators to identify, maintain, develop and innovate procedural competence.
  • Keep up to date with industry developments and technologies and implement, where agreed, those that may support improved efficiencies, claims journey and overall indemnity spend, in relation to all personal injury claims.
  • Play a part in interpreting legislative and regulatory changes, assessing the wider impact on business procedures and assist in designing solutions to ensure compliance with externally driven timeframes
  • Attend, as directed, all appropriate market seminars and conferences to ensure knowledge is up to date
  • Understand market trends in relation to personal injury claims, sharing information, strategies, procedures and processes accordingly
  • Work alongside external suppliers and service providers to ensure all aspects of personal injury claims are handled efficiently and effectively
  • Act as Subject Matter Expert (SME) to support and deliver new/existing projects and initiatives which will ensure the teams are proactive in the management of claims handling approaches
  • Act as lead in implementing agreed claims handling and KYO strategies within personal injury claims to ensure indemnity spend is controlled and managed within forecast budget and inflation
  • Ensure that all change is appropriately identified, captured and embedded within the PI Claims team, including SLAs, monitoring and controls and working alongside the PI Claims Manager to identify any changes required to procedures, handling strategies and process maps  
  • Effectively lead problem-solving activities using First Central methodology and monitor dept performance by working alongside the Leadership team, Senior Technical Handlers and Sustain Agent on process improvement and procedures
  • Lead small projects within the team, ensuring stakeholders are appropriately included and deliverables and milestones are met
  • Carry out targeted ‘deep dive’ claims handling audits to identify issues uncovered during the audit process and work with Operational Management to put in place actions to address
  • Highlight to the PI Claims Manager any issues observed in other areas of the business that may affect the PI dept
  • Ownership of maintaining department risk registers (as applicable), providing evidence and commentary for controls, updates for Mitigation Actions and maintaining control matrices and Attestations. Also, to ensure that PI Claims Handlers are aware of their responsibility to identify and report risk
  • Conduct regular training needs analysis every 6 months and identify areas of training improvement in conjunction with Senior Technical Handlers (Level 3 and Level 4 handlers) ensuring that suitable technical training is delivered and as appropriate, liaise with the Learning & Development team on non-technical training, including inductions
  • Work closely with the IT Development team to document any system requirements as agreed with business teams
  • Ensure appropriate stakeholders are involved in the definition, acceptance testing and use of the new system and/or process
  • Ensure positive communication with all colleagues, teams, shareholders and suppliers
  • Adhere to and positively display the company values
  • Ensure compliance with company and other relevant standards/regulations
  • Ensure that all department philosophies are always adhered to including the requirement that all PI claims/files are reserved accurately and promptly within our reserving philosophy
  • To adhere to and consider all regulatory requirements including Data Protection Act, Anti Money Laundering and Anti Bribery Principals
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/regulations at all times, including compliance with the Senior Managers Certification Regime (SMCR) Conduct Rules
  • Any other reasonable duties
Skills, knowledge & experience
  • Strong practical experience in handling and managing all aspects of personal injury claims, ideally up at £100k as a minimum
  • Desirable to have held a Senior/Lead Technical Handling role previously within motor claims
  • Detailed understanding of the end-to-end motor claims journey and associated processes
  • Good understanding of claims cost management and containment
  • Knowledge of continuous improvement practices
  • Expert knowledge of all aspects of motor claims management
  • Good understanding of the business objectives
  • Knowledge of FCA requirements (including good customer outcomes)
Skills & Qualifications
  • Excellent communication skills, both written and verbal
  • Presentation and coaching skills
  • Influencing and negotiations skills
  • Good time ,anagement and organisational skills
  • Problem-solving skills with the ability to adopt a logical approach to solving problems
  • Good numeracy skills
  • Competent IT and software skills
  • Commercially focused
  • Self-motivated and enthusiastic
  • Strive to embrace, embed and incorporate the Company values
  • Target driven and results focused
  • An organised and proactive approach
  • Takes initiative to recommend improvements
  • Emphasis on attention to detail and accuracy
  • A flexible approach and positive attitude
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the business
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

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

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.