Personal Injury Negotiator

Personal Injury Negotiator

Haywards Heath or Salford Quays
Claims & Fraud
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We currently have an exciting opportunity for a number of Personal Injury Negotiators to join our Third Party team in Salford Quays, Manchester or Haywards Heath, West Sussex.

We’re looking for proactive people who can work efficiently to process personal injury claims mainly via the MoJ claims portal, ensuring adherence to FCA regulations, appropriate legislation and policy guidelines.

You’ll also need to have a logical approach, an eye for detail, a desire to learn and progress, as well as a collaborative style within a team to get the job done.
Job responsibilities
  • To proactively triage and process low level MoJ Portal claims, up to £10k, from the outset to the conclusion of Stage 1, in accordance with agreed principles and procedures and to maintain files within service standards
  • To ensure that all files are reserved accurately and promptly in accordance with FCIMs reserving philosophy
  • To be personally responsible for ensuring the reserves fully reflect the expected level of damages on each file
  • To process cheques on claims files as required and in accordance with your authorities
  • Ensure compliance with the relevant sections of MoJ Reforms, Civil Procedure Rules, Personal Injury Pre action Protocol and Road Traffic Act
  • To promptly identify potential fraudulent claims and other claims which require specific referral
  • To conduct detailed and compliant telephone interviews with customers in relation to the claim
  • To instruct and then proactively manage cases allocated to claims investigators and other suppliers, ensuring adherence to procedures, ensuring Agreed SLAs are met to maximise the number of claims retained within the MoJ portal process
  • Maintain knowledge in a specialist area to constantly improve understanding of technical issues relating to personal injury claims
  • Ensure compliance with TCF principles when liaising with customers and handling claims
  • Build and maintain relationships both internally and externally
  • Maintain diary within SLA and KPIs to ensure effective and timely decision making
  • Provide support to the CFS Controller or Technical Claims MoJ Supervisor  by ensuring delivery of own performance against agreed objectives, KPIs and SLAs
  • To be compliant with health and safety policies at all times
  • To ensure compliance with company and other relevant standards/regulations at all times
  • Any other reasonable duties as required
Skills, knowledge & experience
  • Liability motor claims handling - desirable
  • Personal injury handling - desirable
  • Excellent communication skills, both verbal and written
  • Negotiation and influencing skills
  • Good time management and organisation skills with the ability to prioritise work
  • Excellent attention to detail
  • 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
  • Understanding of the implications of being RTA/A75 Insurer
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims
  • Sound understanding of motor claims, to include liability, Road Traffic Act, personal injury and potential fraud
  • Customer focused
  • Self-motivated and enthusiastic
  • Embrace, embed and incorporate the Company Values
  • Takes initiative to make decisions
  • An organised and proactive approach
  • Emphasis on attention to detail and accuracy
  • Able to work on your own initiative and as part of a team
  • A flexible approach and positive attitude
  • 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
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.

Are you the person we’re looking for? If so, we look forward to hearing from you. Apply today!

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.