Customer Service / Claims Support

Job Description

OverviewWere a global business with an annual turnover of $22.5 billion,covering 90 countries and boasts a fleet of more than 1.7 million vehicles. For our 100,000 colleagues, this means going the extra mile to keep everything running smoothly every day. Somethingyou might not know is that were a family-run business, meaning people are at the heart of how we think and what we do. As a part of that people-focused approach, were also doing more for diversity, which is why were proud to say that weve been awardedTop Employer for Women 16 years in a row!We are excited to announce the position of aFirst Notification of Loss (FNOL) Assistant.The FNOL team is the first point of contact with the customer in their hour of need. Our purpose is to provide customers with a World Class service following an accident. A Good Claim Starts on Day one and our goal is to optimise the take up of our servicesby exceeding customer expectations and obtaining all the information we need to get the customer back on the road, making the entire claims process as efficient as possible.The successful candidate will be an integral part of our ACS business and will be responsible for working alongside our partners, The Innovation Group, and our Delegated Deployment customers to proactively manage and improve our non-fault business processes.This includes ensuring all new and existing claims sourced from work providers throughout the UK receive a market leading Non-Fault rental service, whilst ensuring we maintain our recovery potential against the responsible insurance parties.This is a great opportunity for someone looking to build a career.Prior claims handling experience is advantageousbutfull training will be provided.The role is based in Fareham which hasgreat transportation links via M3, A3 and M27 to other areas in Hampshire and Surrey such as Portsmouth, Southampton, Winchester, Romsey and Chichester.ResponsibilitiesKey responsibilities and accountabilities will include, but are not limited to:

• Proactively manage and maintain internal and external service levels
• Provide support to our rental branches in the growth of local inbound hire and repair work
• Managing account specific service requirements and analysing account specific MI
• Work with our rental branches to reduce leakage on provision of Non-fault vehicles
• Working with ABS on issues preventing the recovery of the hire invoices
• Communicating with Work Providers on the success and quality of their referrals
• Proactively manage and maintain key performance indicators including conversion percentages
• Proactive management to prevent and resolve complaints
• Make sound liability assessments to determine eligibility for hire

Qualifications

• An ability to command respect from our business partners
• The ability to organise and present information for a varied audience
• The ability to be calm under pressure
• Strong telephone skills and ability to confidently handle customer complaints
• Great communication skills (verbal and written)
• Demonstrated ability to think outside the box and develop new ideas to improve the process
• Ability to construct reports using Excel

Additional InformationPlease let us know about any accommodations you may need to participate in therecruitment processSalary:£20,000Hours:MondayFriday either 8-5 or 9-6Office Location: This role is hybrid. The office location is Yarmouth House, 1300 Parkway, Whiteley, Fareham, PO15 7AEYou should also know that:

• Regardless of your socio-economic and educational background, Enterprise will always look at how you perform against our competencies and will judge you on that alone.
• Please let us know about any accommodations you may need to participate in our recruitment process.
• Fareham has great transportation links via M3, A3 and M27 to other areas in Hampshire and Surrey such as Portsmouth, Southampton, Winchester, Romsey and Chichester.

Please note that all applicants must have the ability to pass a security check involving financial probity and basic criminality