Call Centre Executive – Motor Claims

Recruitment Avenue; Leicester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to provide exceptional reservation and rental management services. This role involves working closely with major Motor Insurance clients, ensuring a seamless experience for policyholders and brokers. You'll be the first point of contact for customer inquiries, manage a portfolio of accident replacement rentals, and proactively handle complaints. The ideal candidate will possess excellent administrative skills, a customer-centric approach, and the ability to thrive in a fast-paced environment. If you're results-driven and passionate about delivering top-notch service, this opportunity is perfect for you.

Qualifications

• Strong administrative and communication skills are essential.
• Knowledge of Motor Claims process is advantageous.

Responsibilities

• Manage a portfolio of Insurance Customers and their rentals.
• Provide excellent customer service and complaint management.
• Ensure all contractual SLAs are exceeded.

Skills

Administrative Skills

Communication Skills

Attention to Detail

Knowledge of Motor Claims Process

Credit Hire Experience

IT Skills (Microsoft and Google Packages)

Ability to Work Independently

Results Driven

Customer Centric Approach

Time Management

Job description

You will focus on providing a professional reservation, rental management and complaint handling service to our clients Motor Insurance and Accident replacement customers.

You’ll be part of a fast-moving team, working with their largest Motor Insurance customers, who trust them to provide a best-in-class rental management service to their policyholders, brokers and future customers.

You’ll pride yourself on providing an excellent level of customer service when processing First Party, Intervention and Credit Hire reservations and be confident in dealing with Motor Insurance claims handlers and the end user hirers principally on the phone.

Main duties of the role:

• Establish and maintain a good working relationship with all of their internal and external customers
• Manage a portfolio of Insurance Customers, processing their accident replacement rentals in line with any pre agreed processes.
• Proactively manage your work queue, ensuring you prioritise any ASAP rentals, whilst maintaining good lines of communication at all times.
• Form strong relationships with your colleagues and customers, being the first point of contact for any day to day queries that may arise on your accounts.
• Providing post rental support through proactive complaint management on your dedicated accounts
• Provide technical support where necessary to your peers
• Act as the day-to-day liaison for the Customer and store branches to ensure smooth running of our services
• Ensuring all contractual SLAs are exceeded
• Perform your duties in line with our internal procedures as you would expect within a PCI compliant environment.
• Ensure any system issues / contract discrepancies are brought to the attention of you Line Manager / Account Director at the earliest opportunity
• Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
• Identify any rental trends or inefficiencies that need to be addressed, establish route cause and assist with any remedy.
• Complete any other reasonable duties requested by your Line Manager.
• Demonstrate excellent customer service approach and work with strong organisational and prioritisation skills

Key skills and attributes required:

• Excellent administrative skills, communication, and attention to detail
• Knowledge of the Motor Claims process, credit hire experience is advantageous
• First class IT – knowledge of all Microsoft and Google packages
• Able to work using own initiative as well as ability to work within a team
• Highly results driven
• Customer centric approach and ability to prioritise workload, based on hire type and complexity
• Confidence to work across all levels of the business
• Practically minded: able to roll sleeves up and get stuck in
• Available to work overtime when requested
• Work well under pressure and achieve deadlines: excellent time management
• Take ownership – for all tasks and duties designated to you