Technical Customer Claims Executive | 12 Month Fixed Term Contract

  • Luton, United Kingdom

  • 128024

  • Hybrid

  • Permanent

  • Full Time

  • 37.5

Our Customer Claims Executives handle a caseload of personal injury and quality claims brought by solicitors and customers directly.

Our Head Office is in Luton but at TUI we believe work is something you do, not somewhere you go so we are very open to considering a flexible hybrid working model for this role. Of course there may be occasion when you will need to come into the office, but where possible we offer as much flexibility as we can.

This role would suit someone with experience of customer service or potentially a recent Law Graduate.

Applications for this role will close 20th July. 


  • Handle a personal caseload of public liability injury/illness and quality claims from solicitors
  • Investigate claims, assess liability and quantum, and seek to conclude those claims in accordance with the mandate provided by the relevant insurer
  • Provide high quality service to our insurer in line with applicable service levels, whilst also achieving individual targets in respect of claim settlements/disposals
  • Be accountable for working closely and effectively with our key suppliers to ensure that where a financial outlay is unavoidable, the recovery of that outlay is straightforward
  • Where necessary, you may have the opportunity to attend court to support Counsel and/or our solicitors in fast and multi-track matters.


  • Law Degree desirable (but not essential) and/or relevant experience within a claims handling environment
  • Understanding of how to handle and investigate public liability claims brought by direct customers and those brought through solicitors
  • A hard-working, self-motivated and agile team player, used to dealing with heavy workloads and high pressure situations
  • Able to work in a supervised role, with a capacity to function across many different environments
  • Able to manage a wide caseload of files, including fast–track and multi–track claims and commercially sensitive queries
  • Confidence in dealing with a wide variety of stakeholders including customers, insurers, suppliers, lawyers and the Courts
  • Ability to monitor and adjust own performance in respect of defined targets and overall objectives
  • Excellent telephone manner and understanding of why customer engagement is important
  • Good working knowledge of the Package Holidays and Linked Travel Arrangements Regulations 2018 desirable




  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Discretionary Bonus Scheme
  • Excellent rates with foreign exchange
  • Pension scheme and life assurance.


We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.


​​We love to see your uniqueness shine through and inspire the future of travel.​  If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA


If you require any further information regarding this opportunity, please email 

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.