Motor Hire Senior

TL;DR

Motor Hire Senior (Claims Management): Providing operational support to the Pending Team by managing referrals, handling escalations, and ensuring service level compliance with an accent on team guidance and quality assurance. Focus on coordinating daily workloads, coaching team members, and maintaining high standards of customer service in a fast-paced insurance environment.

Location: Onsite in Birmingham

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and core business processes.

What you will do

• Support the management of the Pending Team's daily workload and prioritize urgent cases.
• Handle complex customer and referrer enquiries while assisting with challenging conversations.
• Review referrals to ensure quality, accuracy, and adherence to compliance standards.
• Act as a senior point of contact for team members, providing coaching and knowledge sharing.
• Assist with onboarding and training of new starters.
• Assume responsibility for workload coordination and operational oversight in the manager's absence.

Requirements

• Strong customer service experience.
• Excellent communication and problem-solving skills.
• Ability to prioritize and organize workloads effectively.
• Strong attention to detail.
• Good understanding of booking and referral processes.
• Must be based in or able to work onsite in Birmingham.

Nice to have

• Previous experience within vehicle hire, claims, insurance, or accident management.
• Experience acting as a senior or mentor within a team.
• Understanding of performance management and quality processes.

Culture & Benefits

• Pension scheme with 5% employer contribution.
• 25 days holiday, increasing with tenure.
• Comprehensive wellbeing support including EAP and a dedicated wellbeing centre.
• Access to leadership training programmes and funding for professional qualifications.
• Flexible benefits including holiday purchase plans and cycle to work scheme.
• Inclusive employment policies covering diverse life stages and needs.

Hiring process

• Initial phone call.
• CV review.
• Interview.