Trainee Claims Handler

Hello. First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

As a Transport Claims Technician, you will be managing an existing claims portfolio in relation to insurance claims from members of the public and staff members.

This is a full-time role working 35hrs per week, Monday – Friday.

We appreciate how important it is for our employees to have the flexibility of working from home, so once you are fully trained there is the possibility working up to 2 days at home per week.

What will you be doing?

• Review and respond where necessary to all claims correspondence received relating to files (letters, emails, faxes and telephone messages) to ensure that all tasks are actioned in a timely fashion and within specific authority limits
• Ensure an accurate reserve is held against the claim in accordance with the reserving policy.
• Accountable for maintaining own caseload, dealing competently with all heads of claim
• Produce all cheques in accordance with your cheque authority limit whilst ensuring that the cheque requisition process is adhered to
• Ensure that all liability decisions are made using all available information and evidence. Obtain any available evidence i.e. witness statements / locus reports / police reports.
• Escalate all queries beyond your technical and/or authority levels to your specific team referral point
• Ensure that all relevant cases are highlighted to the large loss panel in good time and updated as and when appropriate.
• Notify insurers of any serious incidents in accordance with their reporting criteria
• Ensure that the diary system is used appropriately and consistently
• Be vigilant at all times, ensuring that all potentially fraudulent claims are detected at the earliest possible stages
• Ensure that all third party total loss claims are entered into M.I.A.F.T.R. (Motor Insurance Anti Fraud and Theft Register)
• Undertake proper checks on all claims files before authorising payments to ensure the cheques are appropriate and correct
• Adhere to all standard operating procedures (SOP's)
• Ensure all claims are dealt with in accordance with the current legal process/guidelines
• Audit designated claim files as directed by the Technical Claims Manager / Claims Team Leader
• Keep up to date with legal updates and legislative changes
• Undertake any additional duties at the request of your line manager, which are deemed to be within your competency.
• Adhere to all relevant Group policies and procedures
• Manage own caseload of litigated files through to trial, liaising with the Head of Litigation/ Litigation Supervisor at all stages.

What are we looking for?

• Experience working in a high volume motor/casualty claims handling environment is preferred, but not essential
• Team player, but works well on own initiative
• Assimilates information quickly, not afraid to ask questions
• Good communication and organisational skills
• Intuitive problem solver
• Demonstrable ability to listen, empathise and engage with internal and external customers
• Excellent telephone manner
• IT Literate
• Relevant professional qualification preferred but not essential

Rewards & Benefits

• Reading Town Centre office (opposite the train station)
• Competitive salary up to £24,000 dependant on experience
• Basic heath insurance cover (after probation period) with the option to upgrade
• Hybrid working
• Free bus pass for you and your family on joining
• 25 days annual leave + bank holidays
• First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London/Edinburgh for £6!
• Cycle 2 work scheme
• Shares scheme
• Generous pension scheme
• Employee Assistance Programme – 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Apply now! We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.