Claims Coordinator

Application Deadline: 30 September 2026

Department: Finance

Employment Type: Full Time

Location: Walworth Depot

Reporting To: Insurance and Claims Manager

Description

Key Responsibilities

• Coordinate the collection of information and evidence required for accident investigations and claims, including CCTV footage, driver reports, witness statements, photographs and third-party details.
• Review incidents reported by depots, Customer Care and third parties, ensuring appropriate enquiries and early interventions are undertaken to reduce the likelihood and cost of claims.
• Work with depot teams to improve the capture of third-party information following incidents.
• Identify recurring accident patterns, claims trends and areas of emerging risk, escalating any concerns to the Insurance Claims & Accident Prevention Manager.
• Investigate and respond to police enquiries, court documents and Ministry of Justice Portal claims within strict legal and regulatory deadlines.
• Maintain accurate and up-to-date records of incidents and claims, with particular attention to employee injuries, serious incidents and high-value claims.
• Provide regular updates and weekly reports to the Insurance Claims & Accident Prevention Manager on serious incidents, outstanding actions and developing claims.
• Liaise with claims handlers, solicitors, loss adjusters, insurers and the company’s First Notification of Loss and intervention provider.
• Support claims handlers and internal engineering teams with the preparation and collection of Cost of Repair documentation for uninsured loss recoveries.
• Produce reports on outstanding Cost of Repair forms and recovery activity for the Insurance Claims & Accident Prevention Manager and Finance team.
• Monitor recovery payments received, reconcile relevant records and report any discrepancies or variances.
• Support improvements to claims processes, accident reporting and best practice across the business.
• Attend relevant claims, depot and operational meetings, including quarterly meetings with Depot Safety Managers and Operations Managers.
• Provide general administrative support to the department, including managing correspondence and post.
• Undertake other reasonable duties appropriate to the role.

Skills, Knowledge and Expertise

• Be highly organised, with excellent attention to detail and the ability to manage competing priorities.
• Be able to work accurately under pressure and meet strict deadlines.
• Have strong written and verbal communication skills.
• Be confident communicating with colleagues, customers, third parties and external professional partners.
• Have good IT skills, particularly in Microsoft Word, Excel and Outlook.
• Be comfortable reviewing information from several sources and identifying missing evidence or inconsistencies.
• Have the ability to coordinate multiple internal and external stakeholders.
• Be able to handle sensitive and confidential information appropriately.
• Work effectively as part of a team while also using their own initiative.
• Take a proactive and solution-focused approach to resolving issues.
• Be flexible and willing to work outside normal hours occasionally where operational demands or urgent deadlines require it.

Benefits

• • Free travel on all TfL routes for you and a friend or family member once you have completed three months’ service.
  • Access to free online and face-to-face counselling, legal advice and additional support through our Employee Assistance Programme.
  • A contributory pension scheme: you contribute 5% of your salary and we contribute an additional 3%.
  • A tax-free death-in-service benefit and life insurance when you join the pension scheme.
  • Employee discounts with a wide range of shops and retailers, including Apple, Adidas, Nike, Vue, Odeon, Sainsbury’s, Asda and Morrisons.
  • The opportunity to develop valuable experience across insurance, claims management, accident investigation and operational risk within a major London bus operator.