Job Purpose

To manage a caseload of non-litigated personal injury claims with a value of up to £100,000.00, ensuring each case is progressed efficiently from initial instruction through to resolution. The role involves overseeing the full lifecycle of claims, applying sound legal judgement and procedural knowledge to achieve timely and cost-effective outcomes for clients and stakeholders.

The File Handler will be responsible for assessing evidence, liaising with third parties, and negotiating settlements, while maintaining high standards of client care and service delivery. The position requires a proactive approach to case management, compliance with relevant legal and regulatory frameworks, and a commitment to delivering positive results.

Key Responsibilities

• Efficiently, proactively, and profitably manage a caseload of non-litigated personal injury claims valued up to £100,000.
• Meet performance targets relating to settlement and fee recovery.
• Deliver gold standard customer care and secure 5-star client reviews.
• Handle Fixed Fee and Portal RTA claims, including untraced and uninsured MIB claims, aiming to maximise damages by pursuing all relevant heads of loss.
• Ensure appropriate medical and non-medical evidence is obtained in line with track requirements and recoverability.
• Use the PI Calculator to support efficient case progression.
• Advise customers on risks such as fundamental dishonesty, ensuring all evidence is thoroughly reviewed and cross‑referenced for consistency.
• Obtain timely instructions from relevant lay and/or insurance customers, litigation friends, attorneys, or Deputies.
• Comply with professional conduct rules and internal policies and procedures.
• Prioritise urgent schedule entries and manage daily tasks effectively.
• Keep customers regularly informed throughout the claim lifecycle, using technology where appropriate while maintaining a personal connection.
• Build constructive relationships with Defendant Solicitors and Insurers, promoting collaborative working where suitable.
• Verify the authenticity and validity of claims through due diligence.
• Continually assess risk to ensure claims maintain sufficient prospects of success and withdraw where prospects fall below 51 %.
• Minimise WIP and disbursement write‑offs.
• Keep relevant insurers updated to reduce liability exposure and increase savings.
• Ensure correct retainers and rates are sent to customers, with annual updates to cost estimates and regular retainer reviews.
• Collect all relevant documentation from customers at the outset and throughout the case.
• Instruct only approved experts and counsel.
• Secure appropriate medical and other evidence to advance and maximise claims.
• Discuss liability and quantum offers with relevant parties, prioritising telephone communication over written correspondence.
• Prioritise and manage incoming post and emails, addressing urgent matters promptly and handling remaining items efficiently.

Experience And Knowledge

• A legal advisor with experience of running a claimant caseload of personal injury non‑litigated claims within all RTA Portals and the former Multi‑Track (now Intermediate Track).
• Experience of working to a fee target and/or settlement targets.
• A willingness to be involved in the mentoring and development of colleagues.
• A good working knowledge of the CPR and/or relevant case law and/or legislation and progressing claims in a timely manner in accordance with the CPR.
• Excellent customer care skills.
• Able to provide written and oral advice in a clear concise manner.
• Good communication skills, in particular customer communication.
• The ability to liaise and build up a rapport by using effective communication with all external agencies during the life of a claim including medical agencies, investigators, barristers, etc.
• Good IT skills with a sound working knowledge of VF or a similar case management system and essential MS Office knowledge.
• Excellent time management and organisational skills, with a calm and methodical approach to work, and a flexible and adaptable attitude to resolving issues.

Diversity and Inclusion

Here at Carpenters Group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

Benefits

• Minimum 25 days holiday plus bank holidays
• Holiday buy and sell scheme
• Hybrid working model
• 2 × volunteering days to support charitable initiatives
• Matched giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life assurance scheme (4 × salary)
• Pension scheme
• Active network of wellbeing champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy