Senior Personal Injury Claims Handler

Company Description/ Business Unit

Location: Newcastle hybrid 3 days in the office
Salary: £34,000 plus up to 10% annual bonus
Contract: Full time/permanent
Hours: 37.5 hours Monday to Friday

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

This is the job

As a Senior Personal Injury Handler, you will support the Personal Injury department in its objective of effectively managing OIC/MOJ/Fast track (Intermediate track) track (& Scottish Law) Personal injury claims. Through the development of departmental processes, training and implementation of change, your technical expertise will pay a key role in ensuring the Personal Injury Team remains at the forefront of the evolving personal injury picture.

What will I be doing?

• Managing Personal Injury Claims – Handling cases up to £100k across all areas, ensuring alignment with claims philosophy, procedures, and service levels
• Providing Technical Expertise – Acting as a key knowledge resource to shape the team’s strategic direction.
• Identifying and liaising with Large Loss and Technical PI teams on high value cases
• Conducting Audits – Overseeing departmental audits to maintain best practices and drive operational excellence
• Coaching & Training – Supporting colleagues with mentoring and technical development to enhance overall team capability
• Driving Change & Improvement – Assisting the team leader with change initiatives to ensure continuous enhancement of processes
• Collaborating with Internal Teams – Working closely with Credit Hire and counter-fraud teams to ensure claims are managed effectively and risks mitigated

What do I need?

• Strong understanding of insurance principles, indemnity, liability, RTA, Article 75 and case law
• Personal Injury Claims Experience – Minimum of two years handling (MOJ, Intermediate track & Scottish) cases
• Experience in managing cases involving vulnerable road users and minors
• Expertise in the Motor Insurance Claims Market – Understanding of its operations and a proven ability to drive efficiencies
• Strong Communication & Interpersonal Skills – Ability to effectively engage with others
• Stakeholder Management – Capacity to build robust networks and influence decision-makers
• Analytical Skills & Attention to Detail – Proficiency in Management Information (MI)
• Effective Presentation Skills – Ability to convey ideas clearly and persuasively
• (Portal) Knowledge – Comprehensive understanding of relevant OIC & MOJ regulations and procedures
• Coaching & Mentoring Ability – Capability to support and guide others

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.