The Hertz Corporation Quality Assessor - Hertz in Verwood, United Kingdom
Hertz Accident Support (HAS) was founded in 1997 and continues to build on its established track record in providing exceptional service excellence across a full range of Claims Management services, specialising in non-standard vehicles and drivers. HAS was acquired by Hertz in 2013 and is now combined with one of the largest global rental brands in the industry.
The HAS Head Office is based in Verwood, Dorset and employs approaching 200 people and we are currently looking for a Quality Assessor.
What is this role all about?
To drive and deliver exceptional technical quality and knowledge to the wider business through continuous review and feedback of accepted hires and rejected / non-converted cases.
Primary Duties and Responsibilities
Complete file audit on a sample of claims per agent per month and ensure that the output is recorded and acted upon.
Provide results/feedback to managers as appropriate to ensure continuous improvement and maintain good practice.
Act as a referral point for staff, providing technical expertise, support and direction.
Work under the direction of the line manager to assist in creating a best in class environment for claims servicing.
To provide data analysis reports to the Service Delivery Managers of audited departments, to support management information reporting and drive improvement.
Acting as a catalyst for change and improvement in performance and quality.
Conduct training needs analysis based on review outcomes and agree training prioritisation with Operational Management and Trainers.
Work with the Team Leaders &/or Department Manager to identify any performance management needs.
Report any compliance issues identified during audit/quality assurance activities to the HAS Compliance Officer.
To be focused on the Quality Assurance team’s technical development as well as own personal development including record keeping such as statistic/trend error reporting, feedback and coaching records, action and remedial plans, and cost impact tracking.
Ensure Customer Assurance standards set by HAS Senior Manager are upheld.
Liaise with internal Hertz or appointed external auditors as required.
Build and maintain successful working relationships with team leaders and managers across all departments to ensure the smooth running of the overall process.
To have the confidence to take on tasks or extra responsibilities given by line manager.
Ability to articulate complex matters into understandable feedback to claims agents.
To have an advanced knowledge of the Association of British Insurers (ABI) and the general terms of agreement (GTA) and FCA guidelines relating to the providing hire.
What do we need from you?
Good level of Education-GCSE level or equivalent.
Experience of an operational area.
Customer Service experience.
Able to demonstrate high levels of claims handling knowledge.
Proven experience in accurate claim decision making.
Proficient in MS Office
Good written and spoken communication Skills
Personable approach through feedback, coaching and support
Relationship Management Skills
Target driven and self-motivated
Ability to plan and prioritise your work
Calmness under pressure
In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW .
Job ID 187115
# Positions 1
Category Customer Service
Division Hertz Accident Support
Position Type Permanent Full-time