Insurance Rental Claims Manager

**Europcar is looking for Insurance Rental Claims Manager. You will be b ased in the office, Leicester LE1**

**Working hours: 40 hours per week with the core times being Monday to Friday. You may be required to work some Saturdays 8:00-13:00**

**What we can offer you**:

- Competitive Basic Salary
- Starting on 6 weeks holiday (including bank holidays), increasing with length of service
- Free on site car parking
- Pension and a life insurance scheme
- Discounted car hire rates across our network
- 20% discount on EE mobile phone contracts*
- Discounted hotel rates through the Accor Group after 12 months service*
- Cycle2Work*
- Free annual eye tests
- Confidential legal and support service through BUPA
- Career progression and development
- *forms part of current non contractual benefit offering_

**Main duties of the role**:
The Insurance Support Services Department based at Europcar's Leicester Support Centre focuses on providing a professional reservation, rental management and complaint handling service to our Motor Insurance and Accident Replacement customers. Our missionis to keep customers moving when an insurance incident happens and we are passionate about getting this right, every time, for every customer.

You'll lead a fast moving team, working with our largest Motor Insurance customers, who trust us 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.

**Main duties of the role**:

- Establish and maintain a good working relationship with all of our internal and external customers
- Ability to inspire and motivate high performance within a Market facing environment and 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 KPI's for our accounts
- Work alongside Business Services Department ensuring standards and KPIs are achieved at all times
- Work with the 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 and to ensure our processes are efficient and we are all working toward the same
- 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

**People management duties**:

- Coaching & Development
- Organisation & Planning
- KPI & performance management

**Key skills and attributes required**
**Skills/Essentials**:

- 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**:

- 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.
- Motor Claims at a management level for an insurer
- Worked for a credit hire in an operational management position
- Works for a claims handling company managing a claims team, FMG being an example of a claims manager
- Worked for one of our competitors in a similar role
- Worked for a bodyshop repair network in an operational management position
- Managed a motor claims team for a law firm

SJ1