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 seasoned Personal Injury expert with advanced claims handling knowledge and a sharp legal mind? Do you thrive in navigating complex motor claims, influencing outcomes through confident communication and negotiation and enjoy developing less experienced colleagues? If you're ready to bring your expertise to a role where your skills truly make an impact — we’d love to hear from you!
We’re looking for a Senior Personal Injury Specialist to join our Personal Injury team in either our Salford Quays, Manchester or Haywards Heath, West Sussex office.
In this role you’ll proactively manage a portfolio of personal injury claims, across all jurisdictions, in an efficient and effective manner from outset to conclusion. You will ensure you are complying with all appropriate FCA regulations, legislative and policy guidelines as well as Company Objectives.
We’re all about people and we’re passionate about continuous improvement, so you’ll perform regular audits and mentoring to assist in maintaining overall Quality Assurance within the Personal Injury Claims Team.
Core skills we’re looking for to succeed in the role:
- Advanced claims handling knowledge, especially Personal Injury
- Legal and regulatory knowledge, including FCA regulations and motor claims law
- Strong communication, negotiation & influencing skills
What’s involved:
- To proactively record, process and settle claims in accordance with our principles and to maintain files within our service standards
- Own and manage a portfolio, of Complex Personal Injury, third party motor claims and associated damage claims, as defined below; within own agreed authority levels.
- Scottish Claims
- Northern Ireland Claims
- Vulnerable Road User Claims; Pedestrians, motor cyclists, bicycles
- Specialised claims e.g., E Scooter Claims
- Specific KYO Claimant solicitors
- Initial fraud concern cases, if not retained by Fraud, e.g., LVI
- Moderate bodily injury claims and psychological trauma
- Claims managed within the Personal Injury Claims Portals
- Claims managed within the Credit Hire Portal
- Knowledge of all relevant sections of MOJ Reforms, Civil Procedure Rules, Personal Injury Pre-Action Protocol and Road Traffic Act (as applies in all jurisdictions) and the implications of being RTA/ARTICLE 75 insurer.
- Manage and negotiate (a small caseload) of development files outside own authority limit on strict referral to Senior Personal injury Specialists
- Manage Third Party Property Damage (TPPD), including credit hire claims, in accordance with First Central’s procedural requirements and own authority limits
- Identify and champion potential fraudulent claims and action in accordance with FCIM’s guidelines
- To Identify and pursue all potential recoveries from the relevant parties
- To be personally responsible for ensuring that all files are reserved accurately and promptly in accordance with our reserving philosophy (most likely outcome) and fully reflect the level of Damages on each file
- Ensure liability is agreed within existing case law and accident circumstances
- Effectively negotiate, as appropriate, with customers, suppliers, and all relevant Third-Party representatives
- To Process and Authorise claim payments as required and in accordance with personal authorities
- Act as a mentor/buddy and referral point to Personal injury Handlers
- Proactive management, assessment and sign off all litigation including tracking trends and identifying process improvements
- Ensure that any bodily injury claims which exceed the large loss criteria are reviewed and promptly reported to the Large Loss team
- Ensure all continuous improvement ideas are raised via the Team leader or Technical Lead.
- Develop and maintain effective relationships with colleagues and stakeholders
- Be responsible for own personal development requirements in specialist area, by attending all training sessions to ensure understanding of technical issues
- Ensure that all expressions of dissatisfaction are registered in accordance with FCIM’s complaint procedure
- Achieve all personal objectives, Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
- To carry out duties, activities and tasks as directed within the Customer and Operations pillar to ensure all departments perform effectively and efficiently and meet the demands of First Central’s customers and any third parties
- 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
- To adhere to and consider all regulatory requirements at all times, including Consumer Duty, DPA, AML and Anti Bribery principles
- Any other reasonable duties
Experience & knowledge
- Advanced Experience of handling personal injury claims including indemnity validation, accurate reserve setting, liability resolution, quantum assessment and settlement techniques
- Advanced Experience of handling third party Injury claims liaising effectively with different claimant representatives (e, g., Accident Management Companies, Claimant Solicitors)
- Advanced knowledge of liability assessment
- Advanced knowledge of RTA liability and litigation processes and ability to risk assess cases. Good knowledge of RTA/Article 75 and how/ when to apply.
- Excellent knowledge of all appropriate and relevant personal injury case law and the current legal landscape
- Excellent knowledge of motor claims including all areas of Complex Personal injury (as listed in Job Responsibilities).
- A good knowledge of working with the MOJ and OIC portals
- Full Understanding of the main principles of English, Scottish, Irish and Foreign Law as it applies in the technical motor claims and legal field
- Solid understanding of all aspects of motor claims, to include credit hire, litigation, and potential fraud
- Experience of undertaking internal colleague file reviews required
- Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)
- Able to evidence a thorough approach to claims handling
Skills & Qualifications
- Thorough and effective communication skills, both verbal and written
- Strong Negotiation and influencing skills
- Excellent time management and organisation skills
- Good assertive skills
- Strong auditing and coaching skills
- Ability to mentor/develop others and detect training needs.
- Excellent time management and organisation skills with the ability to prioritise work
- 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
- Good Continuous Improvement tools and techniques
- Ability to identify areas of business improvement.
- Confident in presenting complex information in a clear and concise manner
Behaviours
- Embrace, embed and incorporate the Company Values
- Customer focussed
- Takes initiative to make decisions
- Self-motivated and enthusiastic
- Emphasis on attention to detail and accuracy
- Ability to work on own initiative and equally collaborate with others internally or externally
- Flexible approach and positive attitude
- An organised and proactive approach
- Strives to deliver performance targets and drive business improvements to contribute to the success of the business
- Positively champions FCIMs philosophies and ways of working, is supportive of team leaders and managers to implement change
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’ve received some great feedback from colleagues on Glassdoor. Don’t believe us? Check out our reviews for yourself!
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.
