Posted May 19, 2026 44 views
BA Communication Services seeks a dedicated and empathetic Case Handler to join their team, responsible for managing accidental injury claims. This role serves as the primary contact for clients who have experienced incidents such as workplace, public liability, or road traffic accidents. The Case Handler guides these clients through the entire claims process, ensuring a supportive experience while adhering to the Financial Conduct Authority (FCA) standards and strict data protection regulations. This position requires resilience, excellent communication, and problem-solving skills to handle a high volume of interactions effectively and maintain compliance.
In addition to managing client cases, the Case Handler leads a team of 10 persons, coordinating workflow and supporting team members to meet operational goals. This leadership component includes overseeing case progress, ensuring accurate and timely processing of claims, and facilitating effective communication within the team and with external stakeholders such as solicitors and insurers. The role demands strong organizational skills, the ability to handle escalation appropriately, and a commitment to maintaining high service standards within the regulated environment of accidental claims management.
Responsibilities
- Act as the main point of contact for claimants, solicitors, and third-party insurers, providing clear and compassionate guidance throughout the claims lifecycle.
- Accurately log new accident claims into the Case Management System, capturing all pertinent incident and policy information.
- Obtain and chase all necessary supporting documentation such as medical records, police reports, and witness statements to facilitate prompt claims progression.
- Communicate complex claims processes in simple, empathetic language to support distressed or vulnerable clients effectively.
- Manage high volumes of inbound and outbound communication via phone calls, emails, and portals regarding claim status, repair arrangements, medical appointments, and vehicle hire.
- Maintain detailed and clear audit trails of all client interactions and actions taken to ensure transparency and compliance.
- Resolve straightforward queries independently, including delays and document submissions, to prevent unnecessary escalations.
- Escalate complex liability disputes and customer complaints promptly to Claims Handlers or Team Leaders to ensure timely resolution.
- Supervise and coordinate a team of 10 members, fostering a collaborative environment and supporting staff to meet individual and team targets.
- Ensure compliance with FCA conduct standards and data protection regulations across all activities and communications.
- Utilize workflow management and customer relationship management tools effectively to monitor case progress and team performance.
- Maintain proficiency in Microsoft Office applications to support documentation, reporting, and communication duties.
- Demonstrate resilience and professionalism under pressure, maintaining calm and clear communication at all times.
Skills
BA Communication Services
pBA Communication Services is a Call Center./p
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