Credit Hire Claims Handler - Live Hire

Job Title: Claims Handler Live Hire

Location: Stockport

Job Purpose:

To manage and monitor live vehicle hires in real-time, ensuring that hire durations are controlled, costs are minimized while maintaining a high level of customer service. The role involves working closely with various stakeholders, including insurers, claimants, and engineers, to ensure the credit hire process is managed effectively.

Key Responsibilities:

1.Monitor Live Credit Hires:

Track and manage live hires, ensuring they are within agreed terms and durations.

Liaise with insurers, and other third parties, disclosing engineering evidence, to ensure that vehicle damage payments both repairs and total loss are received in a timely period.

Liaise with repair networks and repairers to ensure repairs are timely authorised and complete to reduce unnecessary hire days.

2.Customer and Client Liaison:

Act as the primary contact for customers regarding the status of their vehicle damage claim.

Communicate with insurance companies, third party representatives, motor engineers and the client to keep all parties abreast of the relevant stage.

3.Documentation & Compliance:

Maintain accurate records of correspondence between all parties.

Ensure that all actions are compliant with company policies, industry regulations, and relevant legal standards.

4.Claim Assessment and Reporting:

Review ongoing claims to determine the necessity of continued hire.

Review daily, weekly, and monthly reports on live hire status and associated costs.

6. Communication with Settlement Teams:

Work closely with the in-house settlement teams to ensure hire periods align with the repair/total loss period. Providing evidence to support for any discrepancies.

7. Problem-Solving and Conflict Resolution:

Handle initial issues regarding hire vehicles, including disputes over total loss values, vehicle suitability, repair length or customer satisfaction.

8. Continuous Improvement:

Recommend process improvements to enhance the efficiency and cost-effectiveness of the current procedures.

Skills and Qualifications:

Experience in credit hire, vehicle rental, or insurance claims management is preferred.

Strong organizational skills and attention to detail.

Excellent communication and interpersonal skills for liaising with multiple stakeholders.

Ability to work under pressure and manage a large volume of hires simultaneously.

Proficiency in relevant IT systems and software.

Analytical mindset to monitor costs and provide reports on hire data.

Desirable:

Experience with legal claims processes.

Knowledge of the ABI GTA (General Terms of Agreement) guidelines for credit hire.

Customer service experience in a fast-paced environment.

Working Hours: 40hrs between the hours of 08.30 & 18.00 Monday to Friday (additional weekend work may be available)

Salary: Meets National min wage but will consider enhancement depending on experience.

This role requires strong coordination & communication skills, attention to detail, and the ability to multitask, prioritise and problem solve. Excellent customer service skills are also a key component.

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