Job Description
Recovery Agent Engagement Representative
The Role:
We have a fantastic opportunity for a Recovery Agency Engagement Representative to join us at our newly renovated and stylish head office in Harrogate town centre.
The role will manage the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. You will maintain tight control over the project schedule, risks, scope of work and budget; ensuring that operational teams and subcontractors have a clear understanding of client requirements. Building and maintaining strong client relationships and provide day-to-day client advice and support. Promoting the organisation's capabilities to clients, identifying sales opportunities to be forwarded to the account managers and achieve contract extensions or additional business within the accounts.
Responsibilities:
* Review and manage existing contracts (approximately 4,000)
* Creation of new contracts once an agreed service provider is identified
* Establishing criteria for assessing recovery agents determining preferred business partners; compliance standards, proven SLAs, reputation, and capacity
* Onboarding process management
* Developing a rates/cost framework for recovery jobs, with multiple versions based on vehicle size, geographical coverage, free mileage, and volume (including applicable discounts)
* Invoice approval and verification
* Depot management oversight
* Management of phone and inbox communications
* Providing monthly KPIs and profitability analysis for each recovery agent to ensure value for money
* Identifying efficiency opportunities to streamline the number of recovery agents while maximizing economies of scale
* To be able to work under pressure
* To be able to adapt to new processes and procedures set by the business and advise of any appropriate action required
Experience:
* To be competent when using computer systems and ability to navigate easily around them
* Business and product knowledge
* Knowledge of the Breakdown insurance industry is essential (minimum 2 years)
* Knowledge of the APEX system is preferable
Further information
* As well as a competitive salarywe offer the following benefits -
* Competitive holiday allowance with the annual option to buy additional days
* Death in Service benefit of x4 salary
* Company pension scheme
* Enhanced maternity and paternity leave packages
* A flexible benefits package which allows you to add additional benefits to your overall package
* Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
* Referral schemes
* Discounted rates on PIB products
* We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support,health screening, will writing, menopause support, books, stopping smoking and much more
* If supporting the local community, engaging with charities and having the opportunity to give something back interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
* We also offer a wide range of discounts includinga kids pass giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
* PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
* Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
* PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIBs carbon footprint.
We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
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