Guest Claims Handler

Are you a customer service enthusiast?

Looking for a new challenge?

Perhaps looking for a role where you will truly learn and grow?

We have an amazing opportunity for a Guest Claims Handler to join our UK team. This is a rare opportunity within a fascinating area of our business working alongside well-known industry leaders that work within the field of Risk Management.

The role of a Guest Claims Handler focuses on managing personal injury, illness and any other claims that arise because of an alleged breach of contract. Claims largely originate from international guests that do not have legal representation or from guests that have sought the intervention of the small claims court (or equivalent) or local consumer body. The Guest Claims Handler can manage a caseload of such claims and be confident in their ability.

Being pro-active is a key strength of the Guest Claims Handler. The Guest Claims Handler is a confident communicator and feels comfortable speaking to guests to try and resolve their claims promptly. On occasion, contact with guests will need to be made outside of regular working hours and it could be that such contact will need to be made at short notice. A degree of flexibility is therefore required.

The role includes writing correspondence and preparing other documents in anticipation of litigation. It is expected that the Guest Claims Handler will be able to draft correspondence that clearly sets out the position of the business with regards to a claim; whilst also maintaining the service level set by the appropriate brand.

The role includes managing a caseload of pre-action claims brought by solicitors and claims in the early stage of litigation. The Guest Claims Handler will be capable of investigating such claims, drafting initial correspondence to solicitors (including admissions and denials of liability) and provide assistance with drafting defences, witness statements and any other documents associated with pre-action claims and litigation. The Guest Claims Handler will have exposure to both international and US pre-action claims.

The role includes supporting the Director of Litigation & Legal Operations and Head of International Claims with high value, complex and/or pre-litigated and litigated claims and/or any other claims or potential claims which are otherwise deemed to be complex. The Guest Claims Handler will also play a key role in department project work.

The Guest Claims Handler will build strong relationships with the Risk Management Department in Miami, Legal Departments (specifically, UK, Miami & Shanghai), P&I Clubs, third party insurance companies, ABTA, CLIA, external solicitors, other governing bodies and any other relevant organisations.

The role also includes department administration, including setting up new claims, commencing preliminary investigations, assisting with discovery and/or leading discovery related projects. It is expected that the Guest Claims Handler will assist with day-to-day department administration when the Guest Claims Administrator is not in the office or as required.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Respond to guest correspondence by telephone and/or in writing after an investigation has been completed. Some additional investigation and document drafting is likely to be required during the life of the claim and it will be expected that the Guest Claims Handler will be able to manage this;
- Manage court papers; ensuring that the acknowledgment of service is completed and to be able to complete other tasks associated with litigation;
- Monitor claims submitted by guests to ABTA, prepare suitable “pre-arbitration” replies and also manage claims that have progressed to arbitration; including defence drafting;
- Liaise and assist external law firms ( those acting on behalf of our business), such assistance is likely to include gathering documentation, assisting with complex discovery requests and/or leading discovery related projects and answering queries. In addition, it is possible that the Guest Claims Handler may need to attend court to provide support or on occasion provide witness evidence;
- Use the internal claims management database (Riskonnect, a Salesforce based system) to access and update required information to ensure accurate reporting;
- Liaise with US Guest Claims, crew, local markets, the Senior Leadership Team and International Legal Department as and when required;
- To ensure that the relevant insurance company, accounts department & brand Managing Director and PR teams are on notice of any potential high value or sensitive claim;
- Work closely and provide support & advice to Customer Relations Managers/Directors and Escalation Teams with regards to claims and potential claims; and provide advice generally when needed;
- Liaise with US Guest Claims, shipboard personnel, loss prevention, local market, management team and international legal team as and when required;
- To report noteworthy claims, tr