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Current Vacancies:

Insurance Services Representatives

Reports to: Team Leader

Zone: Dependant on Experience

Department: Legal Services   

Handling incoming telephone calls, emails and paper correspondence from insurance companies, clients and their drivers to assist in the progression of claims. Setting up new claims from insurance company correspondence. Taking insurer FNOL notifications following specific insurer guidelines. Making liability and indemnity decisions. Providing a brokerage service to our new Insurer Broker clients. Dealing with driver history letter requests.

Role Purpose

To build and establish relationships with Insurance Companies in order to help business process improvement.

What you have to do

  • Provide an excellent customer experience through building relationships to identify and accurately deliver to customer needs.
  • Handle incoming telephone calls.
  • Liaise with Insurance Companies, drivers and repairers for further information to assist in settlement of a claim.
  • Action and respond to incoming emails maintaining a high level of security and meeting agreed timescales.
  • Provide reports and measurable tools as and when required.
  • Shares relevant information with colleagues/team for business benefit.
  • Understand the effect of own activity on other areas of the business and takes action to maximise efficiency and return, supporting other business areas when required.
  • Understand the part played in the attainment of business wide goals and objectives.
  • Attend briefings/meetings with team, peers and others when required.
  • Take an active role in team sharing best practice and providing support to colleagues.
  • Take ownership of tasks and recognise when to escalate to line manager.
  • Assist Team Leader in developing less experienced colleagues in order to enhance performance.

Type of Person

Highly conscientious and self motivated, with an eye for detail and proven problem solving skills, you will gain genuine satisfaction from finding ways to continually provide exceptional customer service.

As an outstanding communicator, you will have strong questioning and listening skills, together with an ability to quickly develop rapport with customers and suppliers over the phone. 

A strong team player, you will strive to ensure the achievement of personal goals as well as providing support to colleagues. 

If you would like to progress your career with a successful, growing business, please send your CV and details to our HR Advisor, Matthew Lees, matthew.lees@fmg.co.uk  or contact her on 0844 243 8888

Head of FIM Client Services

Zone:  Business Leader

Department: Client Service Delivery                                 

Reports to: Client Service Delivery Director

Overview of the Role

To work with the Client Service Delivery Director to lead, manage and profitably develop accounts at a senior and strategic level within the existing client portfolio.

To support and develop through agreed measurable objectives the Account Management team, consisting of Account Directors and Account Managers to develop long term client relationships to increase and protect organic growth and identify new business opportunities.  

What you have to do 

  • Build and manage relationships with key client stakeholders to establish FMG as a trusted partner.
  • Have a high profile in the external market place and use industry knowledge to proactively develop client growth and retention strategies and plans
  • Continually strengthen and deepen internal and external relationships, ensuring consistent engagement with our products and services.
  • Be proactive in influencing commercial decision making within own area ensuring that profit and service levels are maximised.
  • Be a role model for outstanding account management through own accounts
  • Identify and maximise the profitability of own clients and those of the account team through cross-selling of all company services achieving maximum possible penetration
  • Work closely with internal colleagues and departments to continue to improve client and business performance
  • Build comprehensive commercial knowledge and understanding and actively seek opportunities to develop this further.
  • Lead and manage a team to deliver outstanding service to both internal and external clients
  • Measure team performance through agreed objectives in alignment with the business plan
  • Continuously support and challenge the Account Management team in delivering KPIs and achieving and exceeding agreed objectives
  • Support and develop the performance of direct reports, providing inspirational leadership to enthuse the team to take responsibility and operate at an exceptional high level being the ambassadors of FMG.

Type of Person

An articulate, intelligent and credible individual with excellent communication and relationship skills to ensure retention of client base, along with strong influencing and persuasive skills to optimise business opportunities.

Able to demonstrate a track record of client relationship development, service delivery and strong team challenge and support.

Ideally has a combination of a strong commercial background and a successful career within accident management and repair and recovery.

If you would like to progress your career with a successful, growing business, please send your CV and details to our HR Advisor, Sallie Irwin, Sallie.irwin@fmg.co.uk or contact her on 0844 243 8888

 

Insurance Services Account Manager

Zone: Expert 

Department: Client Service Delivery    

Reports to:  Account Director

Overview of the Role

To lead, manage and profitably develop accounts with existing clients to assure their retention and develop penetration in a commercially sound manner whilst similarly driving the acquisition of new clients, with focus on the identification and progression of opportunities for unsubscribed insurance services e.g. Uninsured Loss Recovery, Non-Fault Hire.

What you have to do

  • Deliver against the annual agreed business objectives and evidence personal achievement via;
    • Achieve forecasted Gross Profit target against allocated portfolio of clients for each Financial Year
    • 100% retention rate of allocated portfolio of clients
    • Identification and upsell of ancillary services to allocated portfolio of clients
    • Maintain a complaint level below 2%
    • Demonstrate effective debt management and keep aged debt outside agreed payment terms below 2% of total debt
    • Demonstrate focus and influence on improving NPS scoring for allocated portfolio of clients
    • Continually review client incident and repair rates and demonstrate action to address areas of underperformance against budgeted targets
    • Demonstrate deliverance of value-add and innovation for allocated portfolio of client
    • Deliverance of detailed monthly Account Development Plans (ADPs) for each and every client within allocated portfolio
    • Demonstrate full adherence to the CRM client engagement strategy including fulfilment of weekly, monthly and annual task
    • Implement claims process efficiencies for FMG with our Insurance partners
  • Continually develop regular engagement and review meetings with decision makers and key contacts outlining key features and benefits to customers with a proactive approach to counter market trends and competitor activity.
  • Lead the implementation of all new business accounts or upsell opportunities into FMG securing support as required.
  • Ensure knowledge is up to date on all FMG services and products and activity to actively promote within all customers.
  • Build relationships across the business as a client advocate taking part in client centric projects as & when required.
  • Cross sell new and existing ancillary products and services into the allocated portfolio of clients as appropriate
  • Utilise and update the client database/CRM system maximising the effectiveness for the benefit of the business.
  • Promote and actively uphold an environment which supports the FMG values.

Type of Person

An articulate, intelligent and credible individual, Preferably CII qualified, with a detailed knowledge of motor insurance claims processes who must be able to deal with the obvious complexity and dynamic nature of the role. Able to demonstrate a track record of client relationship development and service delivery. Ideally with a combination of both a strong commercial background and a successful track record within the Motor insurance industry. Proven experience of working closely with internal and external team and able to work cross-functionally within an organisation.

If you would like to progress your career with a successful, growing business, please send your CV and details to our HR Advisor, Sallie Irwin, Sallie.irwin@fmg.co.uk or contact her on 0844 243 8888