Europcar is looking for an Insurance Account Manager
Location: Leicester / Hybrid
This is a hybrid role that requires the successful candidate to be in our Leicester HQ office 1-2 days per week and involve spending 1-2 days a week visiting customers or attending meetings. There is also the flexibility to work from home.
About the role:
Europcar's 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 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, maximizing 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 review meetings, sharing statistics on our performance, and articulating any plan of action to improve our service further. You'll demonstrate strong persuasive skills, be able to influence change, and be a subject matter expert in motor claims and vehicle rental. You will be a point of escalation for our Insurance Support Services team, helping with any technical rental queries and leading communication of outcomes with customers.
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 KPIs for our customers, working with the Account Director to provide positive feedback to customers Work alongside the Business Services Department ensuring standards and KPIs are achieved at all times Work with 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 Implement and maintain 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. Analyze 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.
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(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 KPIs for our customers, working with the Account Director to provide positive feedback to customers Work alongside the Business Services Department ensuring standards and KPIs are achieved at all times Work with 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 Implement and maintain 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. Analyze 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.
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