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 qualified, proactive and timely manner, ensuring stakeholders are kept informed of progress and outcomes.

Experience and Skills Required

- 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 profession

📌 Senior Claims Operations Coordinator (Newcastle)
🏢 Clyde
📍 Newcastle