AD and Customer Service Team Lead at Direct Commercial Ltd (2019-04 – Present)
- Ensuring that customer service is a priority at all times through internal coaching and training
- Continuous process reviews and 'Deep dives' to ensure our clients receive an excellent customer journey throughout the claims experience
- Ensuring the team meet key SLA requirements on post, call handling and diary tasks
- Dealing with RTC reports and collating the relevant indemnity information
- Authorising payments up to £100,000 and referring to re-insurers where necessary
- Settlement of Total loss, Fire and Theft technical claims: Instructing investigators, physical and forensic engineers including reviewing circumstances for any potential fraud
- Triaging images at the earliest opportunity to ensure any total loss claims are highlighted and not placed with the repairing network unnecessarily
- Reviewing complex cases effectively in a timely manner including fraud referrals
- Reviewing full claims, indemnifying and raising settlement as necessary
- Training of Apprentices and handlers in both repair management and general file handling
- Building close relationships with Clients and Brokers
- Audit function on referred claims: ensuring timely and cost-effective progress of claims to conclusion without negatively impacting the customer journey
- Reviewing indemnity and liability to ensure the claim is dealt with effectively and progressed to the correct team as necessary
- Senior point of contact for all queries including engineering, process and technical concerns
- Interrogation of system generated MI to ensure best practice, handler performance and highlight process improvement
Third Party Intervention Team Lead at Direct Commercial Ltd (2019-04 – Present)
- Manage a full team in all aspects of third-party capture
- Ensuring all potential intervention referrals are dealt with in a timely manner to enhance capture outcome
- Dealing with full in-house capture from initial call through to settlement
- Offering replacement vehicles at reduced rates to mitigate credit hire costs
- Understanding GTA hire groups effectively
- Negotiate hire vehicle downgrades to enhance claim savings – Like for like requirement questioned
- Effectively manage repairs to ensure delays such as part availability issues are detected early reducing overall hire spend
- Utilise all parts availability options where necessary such as green, patten or alternative online retailers to mitigate delays
- 'Second touch' calls to assist in third party capture
- Monitor all live credit hire claims to ensure they are mitigated - regular call updates to credit hire provider to ensure repairs progress effectively, booking in and estimated completion dates are met along with offering support where possible to mitigate costs
- Ensure Copley letters are sent accurately and timely on all claims
- Constant training and coaching to maximise all capture opportunities including call feedback to improve technique where required
- Understand constructive total loss opportunities to mitigate claim spend
- Demonstrate with MI to brokers and policy holders the saving benefits of early roadside reporting and how it can affect the overall capture outcomes
- Review all images and documents through supplier portals to spot potential fraud
- Map all processes effectively for clear team handler understanding
- Highlighting all uneconomical to repair cases early and implementing a Fast Track Total Loss process to mitigate potential hire spend
Customer Services Manager at Palace Group Ltd (2018-08 – 2019-04)
- Development of 'new allocation' triage processes to reduce costs and downtime
- Working closely with group bodyshop managers to ensure process efficiency including daily vehicle progress reports
- Training of staff in customer service and improving NPS feedback
- Auditing files to identify training and staff development needs
- Complaint management and reduction through training and improved referrals
- Analysing complaint data and presenting findings with preventative measures
- Management of client profiles and regular review meetings with stakeholders
- Recruitment and training of new team members across the group
- Working with all bodyshop operatives in each department to highlight process improvement opportunities
- Encourage group feedback on how to improve branch communication
- Coordinate daily meetings with workshop, reception, drivers and management to understand daily workflow and manage client expectations
Central Operations Manager at Ardent Hire (Plant) (2017-08 – 2018-08)
- Management of recruitment, training, reviews and discipline
- Assigned to all documentation on new and existing accounts as first point of contact for all plant delivery, operational or availability concerns
- Improving customer service and complaint handling through regular team meetings and continued process reviews
- Ensuring compliance with all company health and safety policies recording any breach and taking relevant action
- Developing new processes through 'Deep Dives' to enhance customer service levels
- Managing workshop staff productivity to ensure service scheduling and maintenance are effectively implemented
- Reviewing complaint data, understanding common triggers and present findings to director level on how we can reduce and improve service levels
- Liaising with depot managers to prevent customer complaint issues including compliance reviews with recommendations in weekly business update meetings
- Report on team performance, future targets and improvement projects to CEO/Board level
- Ensuring clients have dedicated team handlers, email addresses and direct contact numbers to improve client service levels on key accounts
- Ongoing audits to highlight process improvement, complaint avoidance, cost saving opportunities, repeat or add-on spend and improve NPS feedback
- Regular departmental meetings to improve the fluidity of how all processes interact efficiently
- Continued close working with IT on system improvements to improve service levels and productivity
- Ongoing call audits to understand upsell opportunities and highlight training opportunities for feedback
Group Claims Manager / TP Intervention Manager at 1EasyCall Limited (2012-04 – 2017-07)
- Created new TP capture process increasing conversions from 25% to 74%
- Increased repair network conversions from 72.3% to 98%
- Promoted to Claims Manager in January 2013: Oversaw all claims operations from cradle to grave of both AD and Intervention, inspections, engineering, salvage and recovery
- Managed staff recruitment, training, reviews, and probation completions
- Developed customer complaints avoidance process with monthly analysis
- Enhanced data systems for workflow and productivity improvements
- Worked with Engineering and Network Management on contracts
- Oversaw offshore call centre operations in Cebu, Philippines with regular visits and weekly video calls
- Monitored KPIs and provided feedback via one-to-one sessions
- Full Intervention process roll out including training, mapping and documentation
