We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
Are you an experience Engineer with experience of the Insurance industry? Do you have experience leading teams? If so we want to hear from you!
We currently have an exciting opportunity for a Senior In-House Engineer to join our Performance team in either Salford Quays, Manchester or Haywards Heath, West Sussex offices.
In this role you’ll be responsible for the Operational Management of our Motor Claims spend and delivering exceptional quality of service to our Customers both internal and external. You will ensure our customers receive the service we promise, finances are controlled and managed through efficient and diligent engineering processes, and our claims cost and customer service delivery meet our department KPI’s.
We’re all about people and we’re passionate about continuous improvement, so you’ll share your thoughts with the team to continually progress our methods and team knowledge.
Core skills we’re looking for to succeed in the role:
- Insurance experience
- Experience in an Engineering role
- Team leadership experience
Nice to have skills, but optional:
- Good numeracy and literacy skills
- Strong IT and software skills
- Great customer service skills
- Good communication skills, both verbal and written
- Good time management and organisation skills
- Influencing, negotiation and relationship building
- Enthusiasm and a willingness to learn new skills
What’s involved:
- Monitor engineer performance to ensure they are following company policies and procedures always and are compliant with industry regulations
- Drive improvements in processes, procedures and systems
- Assist the IHE team with any queries and handle more complex claims/inspections where appropriate
- To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations
- Support engineers in dealing with customer objections and resolving and logging complaints appropriately to avoid complaints escalation when appropriate
- Carry out regular audits and deliver 1-2-1’s
- Frequently review progress and process application
- The role will be to ensure that modern day motor vehicles which are subject to a motor claim are repaired to their pre accident condition by using the most appropriate methods at the correct cost, accurately valuing and categorising vehicles if they are deemed beyond economical repair or are stolen and unrecovered, by carrying out extensive market research and engaging with the customer/third parties to set their expectations:
- Negotiate settlement of motor vehicles
- Work to agreed timescales and business parameters
- Liaise directly with customers
- Audit and evaluate performance of repairer, making recommendations regarding repair quality, repair costs and customer service
- In the management of non-approved repairers, provide a complete triage solution
- Build and maintain professional working relationships with a range of suppliers
- Provide technical guidance to the claims teams in accordance with agreed service levels and on occasions other areas within the business. Support the claims staff, offer solutions, and make decisions in any aspects relating to the Accidental Damage/Third Party engineering element of a claim. This will include:
- Total loss reports, valuations, supporting the Third-Party intervention process, image inspections, new car replacement, diminution, mechanical/electrical breakdown, credit hire disputes and security reports
- Communicate effectively and appropriately with repairers and customers/third parties. This will often involve explaining potentially complex decisions made in a way that takes account of the recipient’s level of technical understanding. In making and communicating decisions with Policyholders will be key when managing repairs, total losses, valuation disputes, cases involving unrelated damage, complaints and applying policy conditions/limits
- Identify fraudulent activity through investigative practice and liaison with claims colleagues, to correctly identify and advise on vehicle modifications which are non-standard to original equipment
- Support all aspects of the business in order to assist in the claims process for both insured and third party in order expedite settlement and minimise cost
- Ensure all work is carried out within agreed KPI’s and SLA’s
- Ensure all work is carried out in accordance to our company values
- Knowledge of relevant legislation – Financial Ombudsman Service (FOS) Financial Services Authority (FSA) Data Protection Act (DPA)
- Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times. Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
Experience & knowledge
- Proven experience of working in a motor vehicle estimating / motor engineering environment
- Influencing, negotiation and relationship building
- Competent understanding of insurance principals
- Extensive vehicle make up knowledge
- Good working knowledge of vehicle types, makes and models
- A comprehensive knowledge of motor vehicles, modern repair techniques, estimating methods, technology and equipment used in the vehicle repair environment
- Membership (or working towards membership) of the IAEA
- AQP for vehicle salvage categorization
- Experience of meeting KPI’s and SLA’s within a regulated environment
- Extensive motor claims experience
- Solid understanding of all aspects of motor claims handling
Skills & qualifications
- Good numeracy and literacy skills
- Strong IT and software skills
- Great customer service skills
- Good communication skills, both verbal and written
- Job Profile Template – VG 1.0 – August 2023
- Good time management and organisation skills
- Influencing, negotiation and relationship building
- Enthusiasm and a willingness to learn new skills.
Behaviours
- Self-motivated and enthusiastic
- An organised and proactive approach
- Ability to work on own initiative and as part of a team
- A flexible approach and positive attitude
- Strives to drive business improvements to contribute to the success of the business
- Approachable and keen to help others
- Customer focused
- Embrace, embed, and incorporate the Company Values
- Takes initiative to make decisions
Interested? Apply today and take the next step in finding your dream job.
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What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
