Responsibilities
- Take ownership of assigned customers claims, managing the claims proactively and effectively whilst adhering to set service level parameters.
- Manage own workload, prioritising each day and ensuring all tasks are complete.
- Work diligently to recover costs incurred by the customer as a result of non-fault accidents, including vehicle repairs/total loss, replacement vehicle expenses, recovery and storage etc.
- Identify and pursue third parties, and ensure liability settles favourably by applying knowledge of case precedent, highway code etc., in order to maximise recovery prospects.
- Evaluate claims with respect of quantum, liability and indemnity prospects to determine the most effective route of recovery.
- Communicate with insurance companies and third-party agents, using a confident telephone manner and excellent written skills to negotiate favourable settlements expeditiously.
- Engage in effective negotiation with third party insurers and agents, to ensure that costs recovery is maximised, and claim life-cycles minimised.
- Using the sopp+sopp claims management system, maintain accurate and comprehensive records of all recovery efforts and related documentation, including emails and calls, offers discussed and payments agreed or received.
- Record the expected and attained recovery for each claim, with respect of both liability & quantum.
- Use commercial awareness and industry knowledge to make accurate judgement on the prospects of success in litigation in cases of non-payment, referring suitable claims to solicitors accordingly.
- Use strong communication and persuasion skills to advocate for the customer's interests.
- Ensure customers are kept up to date with the progress of their claims
Requirements
- Prior experience in debt recovery, claims management, or related roles is advantageous.
- Strong negotiation and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Familiarity with insurance policies, terminology, and claim procedures.
- Proficiency in using relevant software and tools for data management and reporting.
- Adaptability and initiative to be able to adjust to the many factors that make each claim unique and react accordingly.
- Attention to detail and a high degree of organisational skills.
- Ability to work independently and as part of a team.
- Accountability for own performance and the importance of contributing to team success.
Nice to Have
- Knowledge of case law and standard practice surrounding ULR and liability is beneficial.
Benefits
- 33 days holiday, including bank holidays
- Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups
- Enhanced maternity, paternity, adoption and shared parental pay
- Life assurance at three times your basic salary
- Free breakfasts and fresh fruit
- A birthday surprise for everyone
Team
Team size: 1,000+
Additional Information
- We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:
- We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.
- Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better.
- You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.
- We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations.
- We’ll also support your ongoing development through regular feedback and career planning.
- Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.
