Claim Handler - Accident Management (Service Support Team)
Location: Notton
Job Type: Full Time
Hours:
Salary: TBC
Fleet Service GB is on the lookout for passionate, dedicated individuals to join our team. We’re a forward-thinking company with a commitment to excellence in fleet management, and we want YOU to be a part of our growth. We deliver exemplary customer service and pride ourselves on “ Keeping Service personal”
Why Fleet Service GB?
- A dynamic and attractive work environment – Free, secure parking. Work alongside a diverse and talented team where every day brings new challenges and opportunities.
- Career growth & development – We believe in nurturing our employees, offering training and advancement opportunities to help you reach your full potential.
- Competitive pay & benefits – Enjoy a competitive salary package, annual bonus plus perks designed to reward hard work and commitment.
If you’re driven, proactive, and eager to contribute to an industry leader, we would really like to hear from you
About Us
At FSGB, we pride ourselves on delivering top-notch fleet solutions to our diverse clientele. Our commitment to excellence and customer satisfaction sets us apart in the industry. Join our vibrant team and be part of a company that values innovation, teamwork, and professional growth.
Position Summary
To deliver outstanding service to our customer base through the management of the full claims process (inbound and outbound call and e-mail traffic).
Efficiently and effectively handling all Accident related requests and facilitating these in line with client parameters. Delivering the personal exclusive experience to all customers.
Reporting to: Operations Manager
Key responsibilities and Accountabilities:
- Answering inbound calls presented within the agreed business KPI’s.
- Deliver a personal service to all customers, facilitating their vehicle and driver related requirements within the clients’ agreed parameters.
- Managing First Notification of Loss process efficiently, ensuring all stakeholders are kept informed.
- Managing Repair Process – progressing claims from estimate to completion to ensure efficiency of process and ensuring down time of vehicle is kept to a minimum.
- Ensuring ULR process is effective – producing all losses for presentation to ULR provider and ensuring effective chasing of all outstanding loss recoveries in-line with the accident circumstances.
- Product Invoicing – responsible for the accurate and prompt processing of all accident related invoicing requirements.
- Customer Updates – First point of contact for customer enquiries and all Accident related requirements.
- Insurer and External Agencies – First point of contact for all customer insurance companies and external parties employed by FSGB on behalf of our customers. Ensuring all parties are well informed regarding all necessary claims.
- Managing the daily task allocation within the operating system, planning prioritising and demonstrating effective time management to ensure all planned activities are executed.
- Contribute to identification of potential improvements in processes or system enhancements that would improve our ability to deliver exceptional service.
- Diary, task, activity and action point management in Outlook and the operating system.
- Adherence to the Information Security Management System, raising concerns with the Data Protection Officer.
Key Dimensions
Experience
- Previous Accident Management experience desirable.
- Customer care skills essential.
- Effective process management skills with demonstrable eye for detail.
- Knowledge of the fleet management industry preferable.
- Must be adept in the use of a PC including use of email, electronic diary management and the internet.
- Able to use Microsoft Office packages (Excel, Word and Outlook as a minimum) to a basic level essential.
Communication Skills
- A positive, assertive and confident communication style (internally and externally)
- Succinct in communication delivery (verbal and written)
- Excellent questioning and listening skills with an ability to assimilate accurate information
- Able to instantly build and maintain rapport with a range of people at all levels of seniority
Organisation, Planning & Decision Making
- Demonstrates a proactive approach
- Committed to delivering solutions
- Able to multi task with accuracy
Task Management Skills
- Adheres to company policy relative to electronic diary, task, project and action point management
Flexibility and Resilience
- Can react with the appropriate sense of urgency to challenges when presented
- Able to remain focussed and continue delivering to high standards when under pressure
- Adopts a positive approach to feedback, ensuring areas for improvement are actively developed upon
Motivation
- Able to assess own performance to ensure development
- Embraces challenging situations, looking to provide solutions
Personal Projection
- Openly promotes the Fleet Service GB ethos
- Reliable, tenacious and professional
- A positive, mature and confident manner
- Inspires confidence by sharing knowledge and experience
Personal Situation
- Able to work a minimum of 42 hours per week
- Able to commute to work reliably
- Able to remain flexible with regard to holiday dates
Package
- Comprehensive training
- 20 days annual holiday plus Bank Holidays