Transport UK London Bus
Claims Coordinator
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Claims Coordinator
Application Deadline: 30 September 2026
Department: Finance
Employment Type: Full Time
Location: Walworth Depot
Reporting To: Insurance and Claims Manager
Description
An exciting opportunity has arisen for a highly organised, analytical and proactive Claims Coordinator to join our Insurance and Claims Department, based at Walworth Depot.
Effective accident and claims management is essential to our business. In this role, you will support the timely investigation and management of incidents, helping to minimise the financial impact of third-party claims and improve overall claims performance.
A key part of the role will involve analysing accident and claims data to identify recurring patterns, emerging trends and areas of increased risk. Using advanced Excel skills, you will maintain and interrogate claims data, produce meaningful reports and provide insights that support accident-prevention initiatives and informed business decisions.
Working closely with depot management, operational teams, engineers and external claims partners, you will coordinate the collection of evidence and ensure incidents are investigated thoroughly and within the required timescales.
This is a varied and important role offering the opportunity to contribute directly to operational safety, accident prevention, claims performance and cost control across the business.
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.
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Skills, Knowledge and Expertise
The successful candidate will:
- 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.
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Previous experience in claims handling, insurance, accident investigation, transport operations, legal administration or a similar regulated environment would be advantageous, but training will be provided to the right candidate.
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.
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