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Credit Hire Claims Customer Service Executive (Home based)

  • Location: Lichfield
  • Salary: £19,038 per year

Posted 26 days ago

  • Contact: Peter Smith
  • Contact Phone: 0161 883 2752
  • Expiry Date: 27 October 2021
  • Job Ref: PSM/18080

​Home Based Role

To efficiently and effectively manage a case load of motor claims during the period in which customers are utilising our hire vehicles.

Hours of Work: Monday to Friday, 9.00am to 5.30pm


Once a customer has been placed into a hire vehicle to manage the hire process including quality checking claims to ensure no delays have occurred which would/or could affect the recovering of our hire charges

• Accurately assess claim status and documentation on receipt of assigned claims to ensure claims are managed in the most efficient manner.

• To correctly validate claim type (whether credit repair, third party or Policyholder Insurer) to ensure repair work is authorised appropriately.

• To verify all relevant and correct documentation is received to correct standard and recorded on the claim.

• To effectively monitor the timely processing of assigned motor claims to deliver agreed targets, customer expectations and business objectives.

• To liaise with external partners including Third Party Insurers, Policyholder Insurers, Solicitors, Referrers and Repairers with a view to progressing and actively managing the claim and positively influencing those involved

• Maintaining effective contact with the customer keeping them updated and dealing with any issues or problems that may arise during the hire period.

• To ensure all costs associated to the hire period can be billed and recovered through efficient claims management or accurate notification of justifiable delays.

• To work in accordance with GTA and ABI guidelines through accurate and timely decision making.

Required experience for this role:

• Demonstrable experience within a phone based customer service environment

• Clear verbal communication skills

• Demonstrable proven negotiation skills

• Good written communication skills, capturing a clear logical summary of situations.

• The ability to prioritise, recognising importance and urgency and work to tight deadlines.

• Results driven.

• Ability to work under pressure.

• Able to work on own initiative as well as support team and departmental goals and Objectives.

• Competent with using MS Office.

• Knowledge of the ABI, GTA (General Terms of Agreement) would be advantageous