Europcar is looking for an Insurance Account Manager
This is a primarily remote position with one designated in office day per week at our Leicester HQ for team meeting and collaborative activities. There is also a requirement that you will involve spending 1-2 days a week visiting customers or attending meetings.
About the role:
Europcars Insurance Division provides Motor Insurance and Accident Replacement hire vehicles to policyholders and customers of our Insurance Accounts following an incident and insurance claim for their own vehicle. The Insurance Support Services Department based at Europcar's Leicester HQ focuses on providing a professional reservation, rental management and complaint handling service to our Motor Insurance and Accident Replacement customers. Our mission is to keep customers moving when an insurance incident happens and we are passionate about getting this right, every time, for every customer.
Working as part of the Sales Team, in this role you'll work closely with the Insurance Support Services team, focusing on good customer outcomes, maximising conversion into hire and taking advantage of any incremental revenue opportunities. You'll provide regular support to both the sales team and our insurance customers, playing a key supporting role at customer reviews meetings, sharing statistics on our performance and articulating any plan of action to improve our service even further. You'll demonstrate strong persuasive skills, be able to influence change and be a subject matter expert when it comes to anything motor claims and vehicle rental related. You will be a point of escalation for our Insurance Support Services team, helping with any technical rental queries, taking on the lead when communicating the outcome with the customer.
What we can offer you:
* Company car
* Competitive Basic Salary
* 22 days holiday (plus 8 bank holidays), increasing with length of service
* Free on site car parking
* Pension and a life insurance scheme
* Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
* 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:
* Manage, maintain and negotiate customer contracts linked to our Standard Product range
* Establish and maintain a good working relationship with all of our internal and external customers
* Be the "Day to Day" escalation route for our major Insurance customers, supporting our ISS function on customer communications and queries
* Able to engage, influence and negotiate with Clients, Suppliers and Colleagues in a professional manner.
* Attend customer review meetings, supporting the Account Director on all points relating to operational performance.
* Manage the operational performance and KPI's for our customers, working with the Account Director to provide positive feedback to customers
* Work alongside Business Services Department ensuring standards and KPIs are achieved at all times
* Work with the Customers,Insourced & Outsourced Centres and Operations to ensure customer needs are met and exceeded.
* 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) - supporting Account Directors where necessary
* Ensure the lines of communication between the ISS and our customers are always open
* Monitor reservation to complaint ratio. Work with the ISS Manager and
* Transformation team to implement any agreed service improvements.
* Analyse NPS data to identify root causes and collaborate with stakeholders to drive improvements
Key skills and attributes required:
* Full clean driving licence, with a minimum of 4 years driving experience is required.
* 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 Insurance Middle Management and Internal stakeholders.
* 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/supporting a call centre team, with a key focus on performance management
* Familiarity with quality standards and processes
* Excellent judgement and decision making skills
Desirable Skills:
* 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.
Agencies - Please do not send any speculative candidates or CVs in response to this advert.
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