First Response Unit Claims (FRU) Handler


The purpose of this role is to engage in first contact with potential clients looking to pursue a claim for Personal Injury. The role will be responsible for the conduct of new Personal Injury claims coming into the firm up to the end of Stage 1 of the MOJ process.

This is an excellent opportunity with genuine career prospects for someone with an understanding of the Personal Injury Claims process and a desire to work in a fast paced environment.

Successful Candidates will:

  • Have a basic understanding of the Personal Injury claims process and be familiar with the Low Value PI Claims Protocols.
  • Have the ability to follow processes and protocols successfully.
  • Deliver excellent client service at all times.
  • Have an excellent telephone manner.
  • Comply with the Firm’s Service Level Agreements.
  • Be able to communicate clearly and concisely over the telephone and in writing.
  • Capture accurate information and complete documentation correctly.
  • Perform administrative processes such as opening and closing files appropriately.
  • Carry out due diligence compliance checks in line with instruction.
  • Liaise successfully and respectfully with clients.
  • Receive inbound calls and ensure calls are answered in line with the First Response Unit (FRU’s) SLA.
  • Complete Claim Notification Form (in line with training) and upload to Portal.
  • Advise clients on funding (in line with training and Firm policy).
  • Instruct Medical Experts as appropriate via Medco (as per training).
  • Undertake such relevant tasks as required from time to time.
  • Solid IT skills including use of Case Management System, ideally Proclaim experience.
  • Be organised and diligent in managing own caseload.
  • Relevant previous experience is desirable.
  • Commercial awareness is important combined with the need to be results focused.
  • A strong academic background – LLB/LPC is desirable.