This role is based in Wilmslow - candidates must be able to commute
S&G Response have been taking the hassle out of vehicle road accidents since 2009. We are looking at expanding even further throughout 2025. Holding a Gold accreditation from Investors in People, our mission is to enter our customer's lives briefly but leave a positive impact that lasts a lifetime.
A Fleet Claims Handler must process all elements of a claim from receipt of the initial details through to invoice in an efficient and accurate manner. This will include completing tasks in accordance with SLA’s, managing correspondence, liaising with all parties involved whilst delivering excellent customer service regardless of whether this is the client, the driver, the third party or the repairer.
They must also represent the Company in both verbal and written interactions with all these parties and ensure that the claim file data is kept up to date and accurate through the Claims Management System. Prior insurance/claims handing knowledge is essential.
- To maintain a fleet of over 5000 vehicles for our global clients.
- To efficiently and accurately manage the end to end Fleet claims from receipt through to settlement.
- To ensure all new instructions have associated tasks performed within agreed SLA’s & KPI’s.
- To effectively handle all incoming calls, system diaries and tasks ensuring all correspondence is dealt with as appropriate, meeting all client SLA’s and internal KPI’s.
- To promote the image of the Company at all times through the provision of the highest level of service quality.
- To liaise with other companies, internal departments and employees as appropriate in order to minimise the inconvenience to the customer and maximise the efficiency of the service offered as well appropriate claims cost savings for the Fleet Clients.
- To ensure Fleet Clients and Business Partners are provided with regular and timely updates.
- To ensure the CMS is updated with information received from our Clients and Business partners.
- At all times to promote S&G and S&G’s clients through the provision of the highest level of service quality
- To liaise with other departments and employees as appropriate so as to minimise the inconvenience to the customer and maximise the efficiency of the claim’s procedure.
- Excellent and confident telephone manner
- Strong teamwork philosophy
- Attention to detail and accurate processing
- Commitment
- MS Office skills and good keyboard skills
- Able to articulate and interpret information.
- Demonstrates empathy and patience
- Prior insurance / claims handling knowledge
- A positive and self-confident approach when dealing with customers and representatives of the Company’s clients
- Relationship building
- Team Player
- Self-Motivator
- Work under pressure to strict deadlines
- Prior customer service experience useful
- Reasonable working knowledge of vehicles is preferable
- Fleet handling or Commercial Vehicle experience also preferable
- Resilient
- The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, third parties and clients
- Ability to deal with complaints when necessary, ensuring the customer is content and business is never lost
- A willingness to offer suggestions where problems may be identified
- GCSE English Language and Maths or equivalent
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