Job Description

Job type:

Permanent, Full time, Monday to Friday 08.30 - 17.00

Benefits:

22 days per annum rising to 23/25 days on length of service plus bank holidays, Employee referral scheme offering 300 - 500, discount on vehicle hire, Specsavers Eye care vouchers, multiple discounts on various well-known high street retailers and discounts with selected automotive companies.

Company Overview:

VMS (Fleet Management) Ltd is part of the fast-growing VMS Automotive Group offering a range of services comprising of Contract Hire & Fleet Management, Accident Management as well as offering Maintenance Services from our inhouse workshops and a leading provider of transport refrigeration systems, air conditioning solutions and converting panel vans into commercial, refrigerated vehicles. VMS Automotive operate nationwide with workshops and vehicle hire sites throughout the UK with our Head Office based in Stevenage and our Operations centre based in Bury St Edmunds.


As a result of our continued growth we are looking for a Claims Manager to join our team to oversee the Accident Management division controlling a team of FNOL handlers along with a Repair Management, Engineering and TPI team where you will be responsible for the daily operation ensuring that the team maintains a high level of service to our customers at all times

Role responsibilities:

Management of the daily Operational process including FNOL, Repair Management, Third Party Intervention and Engineering teams Leading, motivating, and developing the team to perform and achieve business results Ensuring that the teams have the required skills to achieve claims handling and other performance targets, providing coaching and support to address any shortfalls Agreeing performance objectives and developing team plans whilst actively managing the contribution of team members towards achieving department KPI targets Responsible for ensuring that the teams are appropriately resourced at all times to maximise delivery of the defined levels of customer service Resolution of referred customer related issues in a manner which maximises customer and company satisfaction Ensuring a high level of data integrity is achieved across the teams Daily, Weekly & Monthly department housekeeping to ensure minimum claim lifecycle Financial and KPI reporting in line with targets set Ability to engage with key stakeholders both internal and external Ensure all operational related client service performance indicators are met Additional Ad-Hoc roles as required by the business

Qualifications, skills and knowledge:

Relevant Claims Manager experience within Motor Claims desirable but not mandatory Relevant Customer Service experience desirable but not mandatory Excellent stakeholder management and communication skills Experience working in a service-oriented organization with demanding customers

Personal qualities:

Self-Motivated and strive to be the best and succeed in all you do - service level targets inspire you A natural communicator, building rapport with our customers to fully understand their needs Fast learner and inquisitive Passionate about helping others - be it customers or colleagues Excellent communication skills, both written and verbal Able to deal with ambiguity and change whilst maintaining the tenacity and perseverance required to achieve the required objectives Adhere to agreed priorities, procedures and processes Able to work to challenging deadlines Strong customer focus and service skills Team player

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