Job Description

We are looking for a Defendant Claims Handler to join our Liberty Blume team in Bradford (BD4). This hybrid position requires at least two days per week in the office.
As a key member of our collaborative team, you will play a vital role in managing complaints escalated to the Ofcom-appointed mediation service on behalf of our client. This position requires a balanced approach, combining commercial awareness with sound legal judgment to ensure disputes are resolved efficiently and effectively. You will be responsible for navigating complex issues, making informed decisions, and delivering timely resolutions that align with both regulatory standards and client expectation.
What will you be doing?Ability to manage a personal caseload efficiently within a fast-paced environment. Ability to handle cases promptly, ensuring all tasks are completed within strict deadlines. Respond to information requests from both internal and external stakeholders in a timely and effective manner. Consistently meets or exceeds key performance indicators (KPIs) and service level agreements (SLAs). Reviews documentation thoroughly, summarising key points, identifying risks and issues, and proposing potential solutions; escalates findings to the line manager when appropriate. Proactively engages with relevant internal and external contacts to gather necessary information. Maintains up-to-date knowledge of Ombudsman procedures and Ofcom regulatory requirements. Escalates significant issues or concerns to the line manager and seeks guidance when needed. Adapts to support the operational model, ensuring consistent and accurate advice is provided across the business. Utilise a task-based case management system to progress cases effectively, ensuring deadlines are met and delivering outstanding customer service through various communication channels.

We tend to look for people with:EssentialDemonstrated experience managing a personal caseload in a fast-paced, high-volume environment. Strong commercial awareness, supported by relevant qualifications and a commitment to delivering excellent customer service. Exceptional attention to detail and well-developed organisational skills. Skilled negotiator with excellent communication, time management, and interpersonal abilities. Proficient in using case management systems, with solid working knowledge of Microsoft Excel and Word.
PreferredBackground in customer service and/or experience as a paralegal seeking broader exposure. Previous experience within the telecommunications sector. Proven ability to meet performance targets while maintaining high-quality standards and delivering outstanding client care in a dynamic environment.

This role offers a clear pathway for career progression and professional qualification. After 12 months of continuous service, team members may be considered for eligibility to undertake one of the following structured legal training routes, which we support alongside business-as-usual responsibilities:Solicitor Apprenticeship SQE (Solicitors Qualifying Examination) CILEX (Chartered Institute of Legal Executives)


We are committed to supporting your development and helping you achieve your long-term career goals within a dynamic and supportive environment.
What's in it for you?Competitive salary 25 days annual leave with the option to purchase 5 more Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance Matched pension contribution up to 10% Access to our car benefit scheme Access to our online learning platform to continue to develop and grow your career with us The chance to join an innovative, fast-paced and passionate team

Who we are:
Liberty Blume, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you're curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow!
Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We're eager to hear from you, no matter your background.