Insurance Manager – Rental Claims

Recruitment Avenue; Leicester; On-site; GBP 40,000; Full time

Job summary

An established industry player is seeking an Insurance Manager for Rental Claims to lead a dynamic team in providing exceptional service to motor insurance customers. This role involves mentoring staff, managing operational performance, and ensuring the highest standards in customer service. You will be instrumental in influencing change and driving efficiency within the department. If you possess strong communication skills and a solid understanding of motor claims processes, this opportunity offers a chance to make a significant impact in a supportive and fast-paced environment.

Qualifications

• Proven experience in managing a call centre team with a focus on performance.
• Strong knowledge of the Motor Claims process and credit hire experience.

Responsibilities

• Lead a team of rental agents and manage operational performance and KPIs.
• Develop relationships with internal and external customers to enhance service.

Skills

Communication Skills

Motor Claims Knowledge

IT Skills (Microsoft and Google)

Results Driven

Presentation Skills

Lean Methodology

Project Management

Time Management

Call Centre Management

Judgement and Decision-Making

Tools

Microsoft Office

Google Workspace

Job description

Job Title – Insurance Manager – Rental Claims

Job Location – Leicester

Salary – £40k

The Insurance Support Services Department based at our clients Support Centre focuses on providing a professional reservation, rental management and complaint handling service to their Motor Insurance and Accident Replacement customers. Their mission is to keep customers moving when an insurance incident happens and they are passionate about getting this right, every time, for every customer.

You’ll lead 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 scheme members.

You’ll act as a mentor and coach to develop team colleagues; build passion and commitment towards team, department, and organisational goals.

You’ll have regular contact with colleagues from the sales team and corporate customers, playing a key supporting role at customer reviews meetings, sharing statistics on our performance and articulating any plan of action to improve our service even further.

You’ll demonstrate strong persuasive skills, be able to influence change and be a subject matter expert when it comes to anything motor claims and vehicle rental related.

Main duties of the role:

• Establish and maintain a good working relationship with all internal and external customers
• Ability to inspire and motivate high performance within a market-facing environment across the business.
• Positive attitude, willingness to offer and execute ideas and solutions to enhance processes within a changing environment.
• Able to engage, influence and negotiate with clients, suppliers and colleagues in a professional manner.
• Attend customer review meetings and take the lead on all points relating to operational performance.
• Consistently provide guidance by mentoring and/or training colleagues.
• Lead a team of rental agents, team leaders and call centre manager, undertake regular 1:1’s of your direct reports and ensure the team are performing in line with agreed service levels.
• Manage the operational performance and KPIs for accounts
• Work alongside the Business Services Department ensuring standards and KPIs are achieved at all times
• Work with customers, sales, marketing, insourced & outsourced centres and operations to ensure customer needs are met and exceeded.
• Responsible for streamlining and efficiency gains to ensure the highest level of service is provided with the least cost to the business
• Ensure that practices and procedures within the Contact Centres are efficient and delivered against contracted service level agreements
• Implementation and maintenance of a variety of monitoring strategies
• Attend business reviews (internal and external)
• Ensure the lines of communication between the company and our customers are always open
• Develop, update and work with project teams to implement new systems, products and processes to improve efficiency and maximise customer potential
• Develop relationships and work closely with the Sales Directors to ensure our processes are efficient and we are all working toward the same goals
• Monitor reservation to complaint ratio. Determine improvement plans and implementation of these via improved service delivery processes
• Working closely with the Training, Quality & Compliance Officer, ensuring the highest standards of written and telephone customer service is delivered

Key skills required:

• Excellent communication skills and attention to detail
• Good knowledge of the Motor Claims process and credit hire experience is essential
• First class IT – knowledge of all Microsoft and Google packages
• Highly results driven
• Strong presentation skills, comfortable in dealing with ‘C’ Suite Insurance Executives and internal stakeholders.
• Experience of Lean Methodology and Project Management.
• Practically minded: able to roll sleeves up and get stuck in
• Work well under pressure and achieve deadlines: excellent time management
• Ability to execute improvement plans and see the job through to completion.
• Experience of managing a call centre team, with a key focus on performance management.
• Extensive experience within a contact centre environment
• Familiarity with quality standards and processes
• Ability to work in a pressurised environment working quickly and effectively to meet required standards
• Excellent judgement and decision-making skills

Desirable Skills:

• Experience of processing claims under the ABI General Terms of Agreement.
• General understanding of the vehicle repair process
• Experience of dealing with Motor Claims, from FNOL to claim recovery.
• Knowledge of PCI and FCA Accreditation and Processes.
• Having previously worked for a motor insurer or claims management company.