Senior Claims Operations Coordinator - Aviation Liability

Role: Senior Claims Operations Coordinator

Department: Aviation Liability

Location: Newcastle

The Role

The Senior Claims Operations Coordinator will provide operational, administrative and reporting expertise to the Claims Team, ensuring the effective management of claims-related processes and the delivery of a high-quality service to airline clients.

The role is responsible for coordinating a range of operational activities, including client reporting, data management, service delivery, financial administration and claims administration.  The successful candidate will also provide day-to-day supervision, guidance and mentoring to junior team members, supporting their development and helping to ensure processes are delivered consistently and effectively.  They will play a key role in ensuring new claims are progressed promptly, data is maintained accurately, reporting requirements are met and contractual obligations are fulfilled.

Working collaboratively with a broad range of internal and external stakeholders, including the Claims Team Manager, Head of Claims Development & Operations, Aviation Partners, fee earners, business service teams and airline clients, the Senior Claims Operations Coordinator will contribute to the smooth operation of the Claims Team, helping to deliver a consistent, high-quality service and support the achievement of wider team objectives.

Key Responsibilities

Client Service Delivery

• Support the delivery of client contractual requirements, react to internal KPI’s, reporting obligations and associated client escalation processes.
• Support the delivery of operational services across the Claims Team, ensuring activities are completed accurately and within agreed timescales.
• Support end-of-claim management procedures, including where required, payment facilitation with clients or other parties to ensure the timely settlement of claims and reimbursement of agreed costs.
• Support operational processes relating to billing and e-billing, working closely with Finance and other stakeholders to ensure timely and accurate billing.
• Assist with the preparation, production and distribution of client reports and management information.
• Maintain and organise client contractual documentation, records and operational procedures in accordance with agreed processes and best practice.
• Ensure client information is handled in accordance with regulatory, contractual and internal data protection requirements.

Operational Performance, Governance and Continuous Improvement

• Support the Claims Team Manager and Head of Claims Development & Operations in the preparation and delivery of management information, KPI and SLA reporting, client governance materials and performance reporting for airline clients.

• Maintain and monitor claims management systems, ensuring records are accurate, complete and up to date.  Provide assistance to maintain procedural consistency across jurisdictions.
• Oversee the administrative function of the Claims Team, ensuring processes are delivered consistently and efficiently.
• Ensure matter intake procedures are properly adhered to and any exceptions managed swiftly and directly.
• Liaise with fee earners and other stakeholders to investigate and resolve data and process-related queries.
• Support investigations into service performance issues, including the review and analysis of operational data and quality assurance findings.
• Monitor and analyse operational trends to identify risks, challenges and opportunities for improvement.
• Contribute to continuous improvement initiatives aimed at enhancing operational efficiency, service quality and client outcomes.
• Assist in the development, maintenance and ongoing review of training materials, operational procedures and process documentation to support consistent ways of working.

Stakeholder Management

• Develop and maintain positive working relationships with colleagues across the Claims Team, Client Operations, Finance and other business service functions.
• Build and maintain positive relationships with airline clients and other external stakeholders where required.
• Respond to queries in a professional, proactive and timely manner, ensuring stakeholders are kept informed of progress and outcomes.

Experience and Skills Required

Essential

• Experience within a litigation, claims handling, insurance or legal services environment.
• Strong understanding of small claims litigation processes and procedures.
• Experience of supervising administrative teams and overseeing administrative functions.
• Experience of managing client data and reporting within a professional service or claims environment.
• Experience of working with audits, service level agreements (SLAs) and key performance indicators (KPIs).
• Advanced proficiency in Microsoft Office applications, particularly Excel.

• Strong analytical skills, with the ability to interpret data and produce meaningful management information.

• Excellent attention to detail and a high level of accuracy.
• Strong organisational skills, with the ability to manage multiple priorities and deadlines and perform effectively under pressure.
• Excellent verbal and written communication skills.
• Proven ability to build and maintain effective working relationships across teams and functions.
• A proactive, confident and self-motivated approach, with the ability to work independently and take ownership of responsibilities.

Desirable

• Experience within the aviation, travel or airline sector.
• Experience of client reporting and management information production.
• Knowledge of claims management systems and data analysis tools.
• Experience supporting client governance and service review meetings.

The Firm

When you work at Clyde & Co, you join a team of 500 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.

Our Commitment

Clyde & Co is proud to be an equal opportunities employer. Our values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity. Learn more about our interview process.

A Note on Privacy

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If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice.

This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.