Motor Claims Advisor – Claims Management

Hull Office - Part Time Flexible Hours

Direct Authorities:

1. Deputy Team Leader
2. Team Leader
3. Line Manager
4. Operations Manager
5. Director

Description:

The management of motor claims relating to vehicle accidental damage, working as part of the claims management team to deliver the highest possible standards of customer service, able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets both on an individual and team basis are maintained.

Key Responsibilities:

• Act as a first level of contact for repair network members, clients, suppliers, customers and partners and provide progress updates as required.
  

• To be responsible for processing claims management data input and administration tasks accurately within internal/external SLA.
  

• To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner.
  

• To ensure the accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails .
  

• Ensure that claims data is maintained and kept fully updated with information from all sources.
  

• Monitor admin and info inboxes and action emails within a timely manner.
  

• The accurate deployment/reallocation of claim notifications to repairers via rules driven in house management system.
  

• Ensure that you are kept fully up to date with new SLA's and updated SLA's.
  

• To record all client issues and to be fed back to the Deputy/Team Leader, Claims Manager and Account Managers where necessary.
  

• Review repairer performance and adherence to agreed SLA's in real time via the company's internal systems targeted and exceptional reporting, liaise with the Team Leader, Claims Manager, Network Manager, Company Business Development Managers and Account Manager to assist as required.
  

• Ensure that full in-depth information is captured and logged to enable full reporting on the Expression of Dissatisfaction.
  

• Ensure that you process and resolve expressions of dissatisfaction within FCA.
  

• Manage complaints in line with policy.
  

• To ensure hire sheets are updated correctly to ensure costs are kept to a minimum.
  

• Liaise with other departments to seek assistance and resolution where required.
  

• To promote our business and that of our clients by providing exceptional and friendly service at all times.
  

• Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards.
  

• Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values.
  

• The completion of duties as required from time to time by the Management Team.

Key Skills:

• Good knowledge of Microsoft Office
  

• GCSE Maths and English
  

• Excellent telephone manner
  

• Ability to work to agreed deadlines and targets and objectives
  

• Able to work as part of a team as well as autonomously to a high level of accuracy
  

• Good problem solving skills
  

• First class communication skills
  

• Good decision maker
  

• Customer focused
  

• Commitment to providing a first class service to network members, clients, customers, suppliers and partners