Description:
Our Customer Claims Executives handle a caseload of personal injury and quality claims brought by solicitors and customers directly.
Our Head Office is in Luton but at TUI we believe work is something you do, not somewhere you go so we are very open to considering a flexible hybrid working model for this role. Of course there may be occasion when you will need to come into the office, but where possible we offer as much flexibility as we can.
About The Job
- Handle a personal caseload of public liability injury/illness and quality claims from solicitors and direct customers
- Investigate claims, assess liability and quantum, and seek to conclude those claims in accordance with the mandate provided by the relevant insurer
- Provide high quality service to our customers in line with applicable service levels, whilst also achieving individual targets in respect of claim settlements/disposals
- Respond to letters of claim from solicitors and customers directly in respect of personal injury and illness claims brought under the Pre-Action Protocol for Personal Injuries as well as drafting defences to ABTA arbitration scheme claims and respond to letters from solicitors alleging defective contractual performance
- Be accountable for working closely and effectively with our key suppliers to ensure that where a financial outlay is unavoidable, the recovery of that outlay is straightforward
- Where necessary, you may have the opportunity to attend court to represent the company in the Small Claims Court and to support Counsel in fast and multi-track matters
About You
- Law Degree desirable (but not essential) and/or relevant experience within a claims handling environment
- Understanding of how to handle and investigate public liability claims brought by direct customers and those brought through solicitors
- A hard-working, self-motivated and agile team player, used to dealing with heavy workloads and high pressure situations
- Able to work in a supervised role, with a capacity to function across many different environments
- Able to manage a wide caseload of files, including fast–track and multi–track claims and commercially sensitive queries
- Confidence in dealing with a wide variety of stakeholders including customers, insurers, suppliers, lawyers and the Courts
- Ability to monitor and adjust own performance in respect of defined targets and overall objectives
- Excellent telephone manner and understanding of why customer engagement is important
- Good working knowledge of the Package Holidays and Linked Travel Arrangements Regulations 2018 desirable