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Technical Claims Negotiator (MOJ Negotiator)

We currently have a vacancy within our Claims Operations department for a Technical Claims Negotiator. The Technical Claims Negotiator will deal with allocated claims as speedily and efficiently as possible from outset to conclusion within FSA regulations, and legislative and policy guidelines. The successful candidate will need to have Technical expertise, motor claims experience and a proven track record in personal injury claim handling.

Job Responsibilities:

- To proactively process claims in accordance with our principles and procedures and to maintain files within our service standards

- To ensure that all files are reserved accurately and promptly within our reserving philosophy

- To be personally responsible for ensuring the reserves fully reflect the level of damages on each file

- To process cheques on claims files as required and in accordance with your authorities

- To deal and negotiate all moderate injury claims from outset to conclusion being fully conversant with the relevant sections of MOJ Reforms, Civil Procedure Rules, Personal Injury Pre action Protocol and Road Traffic Act and the implications of being RTA/ART75 insurer

- To identify potential fraudulent claims and action as per guidelines

- To deal and negotiate credit hire claims in accordance with procedural requirements

- To handle litigated cases in accordance with procedural requirements

- Maintain knowledge in specialist area to constantly improve understanding of technical issues

- Ensure compliance with TCF principles when liaising with customers and handling claims

- Build and maintain relationships both internally and externally

- Identify and effect all potential recoveries from the relevant parties

- Maintain diary within SLA and KPI’S and undertake regular file reviews to ensure effective and timely settlement of all claims

- Provide support to the Claims Controller by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

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Customer Relations Agent

We currently have a position available within our Customer Relations Department for a Customer Relations Agents. The Customer Relations agent will be required to actively handle complaints and ensure they are resolved in a timely manner in line with company processes. To administer the complaints handling process and support the Customer Relations Controller to minimise the number of complaints received. To support the Customer Relations strategy.

Job Responsibilities:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with Company process and KPIs.

- To be accountable for individual complaints cases across all areas and ensure progression to resolution, referring upwards to the Senior Customer Relations Agents and Customer Relations Controller as required.

- Liaise with the appropriate business areas when investigating and resolving complaints

- Act as a referral point for complaints from other areas of the business

- Provide feedback to the Customer Relations Controller with regards to complaints outcomes and any trends identified, so that the Controller can address with the business accordingly.

- To update the complaints database and ensure all entries are recorded accurately

- To escalate complaints to the Customer Relations Controller when appropriate to ensure targets are met (Complaints should where possible be escalated to Senior Agents first)

- To build relationships with all business areas

- To be compliant with health and safety policies, data protection rules and TCF philosophies at all times

- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times

- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Experience

- Good track record in fair and reasonable complaints resolution, balancing customer and company needs

- Experience of conducting quality assurance and auditing

- Solid experience of working within the motor insurance industry

Skills

- Good communication skills, both verbal and written

- Excellent customer services skills

- Problem solving skills with the ability to translate problems and find resolutions

- Good organisational skills with the ability to meet tight deadlines at short notice

- Good numeracy and literacy skills

- Good IT and software skills, in particular with Excel and databases.

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Takes initiative to make decisions

- A flexible approach and positive attitude

- Approachable and keen to help others

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Assistant Product Analyst

We currently have a position available within our Customer Relations Department for a Customer Relations Agents. The Customer Relations agent will be required to actively handle complaints and ensure they are resolved in a timely manner in line with company processes. To administer the complaints handling process and support the Customer Relations Controller to minimise the number of complaints received. To support the Customer Relations strategy.

Job Responsibilities:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with Company process and KPIs.

- To be accountable for individual complaints cases across all areas and ensure progression to resolution, referring upwards to the Senior Customer Relations Agents and Customer Relations Controller as required.

- Liaise with the appropriate business areas when investigating and resolving complaints

- Act as a referral point for complaints from other areas of the business

- Provide feedback to the Customer Relations Controller with regards to complaints outcomes and any trends identified, so that the Controller can address with the business accordingly.

- To update the complaints database and ensure all entries are recorded accurately

- To escalate complaints to the Customer Relations Controller when appropriate to ensure targets are met (Complaints should where possible be escalated to Senior Agents first)

- To build relationships with all business areas

- To be compliant with health and safety policies, data protection rules and TCF philosophies at all times

- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times

- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Experience

- Good track record in fair and reasonable complaints resolution, balancing customer and company needs

- Experience of conducting quality assurance and auditing

- Solid experience of working within the motor insurance industry

Skills

- Good communication skills, both verbal and written

- Excellent customer services skills

- Problem solving skills with the ability to translate problems and find resolutions

- Good organisational skills with the ability to meet tight deadlines at short notice

- Good numeracy and literacy skills

- Good IT and software skills, in particular with Excel and databases.

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Takes initiative to make decisions

- A flexible approach and positive attitude

- Approachable and keen to help others

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Claims Negotiator

We have a vacancy within our Claims team for a Claims Negotiator. The role will involve to deal with allocated claims as speedily and efficiently as possible from outset to conclusion within FSA regulations, and legislative and policy guidelines.

The Claims Negotiator must have a good knowledge of litigation procedures on non-PI claims, Knowledge of FSA requirements (including TCF) and the regulatory framework relating to claims and a Solid knowledge of all aspects of motor claims, to include litigation and credit hire.

Job Responsibilities:

- To proactively record and process claims in accordance with our principles and procedures and to maintain files within our service standards

- To ensure that all files are reserved accurately and promptly within our reserving philosophy. To be personally responsible for ensuring the reserves fully reflect the level of damages on each fileTo process cheques on claims files as required and in accordance with your authorities

- In total loss cases, negotiate settlement and investigate where necessary

- To dispose of salvage in accordance with the agreed categories and our salvage contract terms

- In theft/fire claims, to instruct assessors as necessary, consider their reports and negotiate settlement

- To deal and negotiate credit hire claims and being aware of protocols and procedures

- Understanding and dealing with litigation on non personal injury (PI) claims, RTA and Article 75

- To identify potential fraudulent claims and action as per guidelines

- Ensure compliance with TCF principles when liaising with customers and handling claims

- Identify and effect all potential recoveries from the relevant parties

- Maintain diary within SLA and KPI’S and undertake regular file reviews to ensure effective and timely settlement of all claims

- Provide support to the Claims Supervisor by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S

- Assist in the development of Level 1 Claims Negotiators

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Solid experience of handling all aspects of motor claims except personal injury

Skills

- Excellent communication skills, both verbal and written

- Negotiation and influencing skills

- Good time management and organisation skills with the ability to prioritise work

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Strong customer service skills

- Good numeracy and literacy skills

- Computer literate

Behaviours

- Customer focussed

- Self motivated and enthusiastic

- Takes initiative to make decisions

- An organised and proactive approach

- Emphasis on attention to detail and accuracy

- Able to work on your own initiative and as part of a team

- A flexible approach and positive attitude

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Call Centre Agents

We currently have a number of vacancies within our Customer Sales/Service area. The successful candidate will be required to respond promptly and efficiently to all our customer enquiries, from selling a product to match the customer’s needs or servicing their existing policy. Making sure you are providing long term customer satisfaction whilst adhering to agreed business processes and procedures to help achieve the overall business plan.

Job Responsibilities

· First line support for all telephone and email enquiries, responding to all the queries in a polite and professional manner

· Ensure all sales and updates are undertaken in accordance with the Company’s Policies and procedures and in compliance with FSA regulations

· To sell products to customers using TCF principles whilst maintaining first class customer service

· To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times

· Promote the Company’s image through all customer interactions

· Handle customer objections effectively and in line with business processes

· Informing customers of other policies and products which they may not have already considered, which could enhance their existing policy

· Maximise sales opportunity and achieve all targets

· Any other reasonable duties as required

Experience

· Previously worked in a call centre, or experienced of liaising with customers

· Ideally experience of working in the financial/insurance industry, but not essential

Skills

· Excellent communication skills, both verbal and written

· Self-motivated and enthusiastic

· Good time management and organisation skills

· Problem solving skills with the ability to adopt a logical approach to resolving problems

· Excellent customer service skills

· Good numeracy and literacy skills

· Computer literate

Knowledge

· A sound knowledge of insurance products and personal lines insurance following appropriate training

· Comprehensive understanding of regulatory requirements (including TCF) and company principles following appropriate training

Behaviours

· Customer focused

· Self-motivated and enthusiastic

· Target driven and results orientated

· An organised and proactive approach

· Able to work on your own initiative and as part of a team

· A flexible approach and positive attitude

· Desire to learn and develop through continuous training

· Emphasis on attention to detail and accuracy

· Confident in presenting complex information in a clear and concise manner

· Strives to deliver performance targets and drive the business improvements to contribute to the success of the business

· Shift Adherence and flexibility in terms of shift working

Working Hours

Monday through to Sunday variable shifts between the hours of 8am to 10pm.

Salary - £14,000 - £16,000 per annum, with an opportunity for on target earnings

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FNOL Handler

We have a new vacancy within our Claims Support department for an FNOL Handler. The FNOL Handler takes First Notification of Loss (FNOL) telephone calls from customers asking appropriate questions to obtain all the necessary information, and to log all the required details on the system. To undertake general administration duties such as filing and post, and provide administrative support to the department as required.

Job Responsibilities:

- Take FNOL calls from customers and ask appropriate questions to obtain as much information as possible to assist the Negotiators when processing the claim

- To ensure that all non fault claims are clearly identified and referral opportunities are maximised by the recommendation of services provided by our business partners on every occasion

- To ensure that all accepted recommendations to use the non fault referral service are notified to the appropriate business partner within 20 minutes of customer agreement

- To record, handle and maintain supplier referral cases and records

- To be managing case rejections, liaise with policyholders, service recovery and integration into standard claims handling process

- Be the first line of support for all claims telephone enquiries, responding to all queries in a polite and professional manner whilst adhering to TCF principles

- To proactively record and process claims in accordance with our principles and procedures

- To be aware of potential fraudulent claims and pass on the necessary details when required

- Achieve service level agreements (SLA’s) for telephony and administration tasks

- Ensure claims filing is completed regularly and accurately

- Process the daily post received and forward to the necessary individual when required

- Provide general administration tasks for the Negotiators

- Liaise with Third Parties and Third Party Insurers when required

- Process total losses and thefts on MIAFTR, and use this database to check necessary details

- Ensure compliance with TCF principles when liaising with customers and handling claims

- Maintain diary within SLA and KPI’S

- Provide support to the FNOL Supervisors by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S.

- To be compliant with health and safety policies at all times

To ensure compliance with company and other relevant standards/ regulations at all times

Experience

- Ideally some experience of handling motor claims, in particular FNOL

Skills

- Excellent communication skills, both verbal and written

- Negotiation and influencing skills

- Good time management and organisation skills with the ability to prioritise work

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Strong customer service skills

- Good numeracy and literacy skills

- Computer literate

Behaviours

- Customer focussed

- Self motivated and enthusiastic

- Takes initiative to make decisions

- An organised and proactive approach

- Emphasis on attention to detail and accuracy

- Able to work on your own initiative and as part of a team

- A flexible approach and positive attitude

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Senior Technical Claims Negotiator

We currently have a vacancy for a Senior Technical Claims Negotiator, you will be required to deal with complex allocated claims speedily and efficiently within FSA regulations, and legislative and policy guidelines. Also, to assist with delivery of the claims business plan and achievement of SLA’s, and to be responsible for maintaining and undertaking audit and referral processes within the claims department.

Job Responsibilities:

- Assist the delivery of the claims business plan and income targets

- Provide regular reports to the Claims Director and management team on notifiable large loss and reinsurance claims

- To deal and negotiate all motor injury claims from outset to conclusion in accordance with our principles and procedures, and being fully conversant with the relevant sections of Civil Procedure Rules, Personal Injury Pre action Protocol and Road Traffic Act and the implications of being RTA/ART75 insurer to include litigation

- To ensure that all files are reserved accurately and promptly within our reserving philosophy

- To be personally responsible for ensuring the reserves fully reflect the level of damages on each file

- To process cheques on claims files as required and in accordance with your authorities and to undertake cheque authorisations within your authorities

- To handle litigated cases in accordance with procedural requirements

- Maintain diary within SLA and KPI’S and undertake regular file reviews to ensure effective and timely settlement of all claims

- To identify potential fraudulent claims and action as per guidelines

- Provide a point of technical referral to junior employees

- To assist and deputise for the technical claims controller in their absence

- Conducting regular audit reviews and reporting within the claims department as required by the management team

- Ensure own personal compliance with TCF principles

- Build and maintain relationships with reinsurers, solicitors and other stakeholders to the claim

- Maintain knowledge in specialist area to constantly improve understanding of technical issues

- Work closely with other teams and departments to ensure consistency and best practice

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Extensive motor claims experience at a senior level

- Proven track record in handling personal injury claims over £100,000 including catastrophic reinsurance claims in excess of £1,000,000

Skills

- Excellent communication skills, both verbal and written

- Good time management and organisation skills with the ability to prioritise work

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Strong customer service skills

- Good data and statistical analysis skills

- Negotiation and influencing skills

- Computer literate

Knowledge

- Sound understanding of all aspects of motor claims, including personal injury, reinsurance and legislation

- Excellent knowledge of FSA requirements (including TCF) and the regulatory framework relating to claims

- Solid understanding of the business objectives and operations delivery

Behaviours

- Commercially focussed

- Self motivated and enthusiastic

- Takes initiative to make decisions

- An organised and proactive approach

- Emphasis on attention to detail and accuracy

- Able to work on your own initiative and as part of a team

- A flexible approach and positive attitude

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Customer Service Administration Agent

We currently have a couple of vacancies for a Customer Service Administration Agent you will be required to deliver an excellent administration service to all internal and external customers relating to all Customer Service Administration matters, also to provide long term customer satisfaction whilst adhering to agreed business processes and procedures, and help achieve the overall business plan.

Job Responsibilities:

- To process, record and investigate No Claims Bonus history

- To investigate policies against the CUE database

- Contacting policyholders by email, post and telephone in a polite and professional manner whilst adhering to TCF principles to resolve any discrepancies

- To update and revise customers’ policy details making any necessary adjustments and cancellations

- Ensure all processes are undertaken in accordance with the Company’s policies and procedures and in compliance with FSA regulations

- Prioritise your workload by planning and focusing your tasks

- Promote the Company’s image through all customer interactions

- Handle customer objections effectively and in line with business processes

- Achieve service level agreements (SLA’s) for telephony and administration tasks

- Chasing customers outstanding payments if required

- To be compliant with health and safety policies at all times

- To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Experience of liaising directly with customers

- Ideally experience of working in the motor insurance industry

Skills

- Excellent communication skills, both verbal and written

- Good time management and organisation skills

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Excellent customer service skills

- Good numeracy and literacy skills

- Computer literate

Knowledge

- A sound knowledge of insurance products and personal lines insurance following appropriate training.

- Comprehensive understanding of regulatory requirements (including TCF) and company principles following appropriate training.

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Able to work on your own initiative and as part of a team

- A flexible approach and positive attitude

- Desire to learn and develop through continuous training

- Confident in presenting complex information in a clear and concise manner

- Emphasis on attention to detail and accuracy

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Business Modelling Analyst

We currently have a vacancy for a Business Modelling Analyst. As a member of the Business Modelling Team, you would be expected to give assistance to the senior members of the team as well as the Head of Business Intelligence. You will be required to understand financial processes in order to maintain and and/or develop calculations in the company’s SAS Business Model. Your role would demand high levels of logical and analytical thinking.

Job Responsibilities

- To support the development of the calculations and processes within the SAS business model that make up the financial models within the First Central Group.

- To be able to amend code within the SAS business model in accordance to specific changes to budget assumptions relating to income or expenses.

- Ability to understand the First Central Group’s budgets in order to analyse key business assumptions for scenario testing.

- Ability to extract data and understand relational database structures.

- To liaise with all departments on issues of reporting requirements, data analysis, business processes and operational issues.

- Ability to support finding solutions to and making recommendations on everyday business issues.

- Ability to produce timely and accurate information for management decision-making purposes.

- To produce research that will improve business practice.

- To ensure compliance with company and other relevant standards/ regulations at all times.

- Any other reasonable duties as required.

Qualifications

- Mathematical, computing or financial degree an advantage

Experience

- Intermediate experience of SAS essential

- Excellent experience of Excel

- Experience of personal lines insurance analysis an advantage

Skills

- Good SAS skills with the ability to modify an existing SAS programme (using Core SAS) and write a SAS programme (using Core SAS)

- Computer literate with advanced Excel skills

- Excellent communication skills, both verbal and written

- Excellent time management and organisation skills

- Strong analytical and problem solving skills, with the ability to adopt a logical approach to solving problems

- Good data and analysis skills

- Strong numerical skills

Knowledge

- Good knowledge of personal lines insurance products and the personal lines insurance industry

- Solid understanding of the business objectives and operations

- An in-depth knowledge of the company’s data structure and the purposes and uses of different datasets

Behaviours

- Logical thinker with solid reasoning ability

- Commercially focussed

- Self motivated and enthusiastic

- An organised and pro-active approach

- Ability to work on own initiative and as part of a team

- A flexible approach and positive attitude

- Emphasis on attention to detail and accuracy

- Takes initiative to make decisions

- Strives to drive business improvements to contribute to the success of the business

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Assistant MI Analyst

We currently have a vacancy to an Assistant MI Analyst. The role will assist in the maintenance of the Management Information (MI) data warehouse and associated MI processes, providing assistance in the development of new processed and enhancement of existing processes in order to provide accurate data and reports to the business

Job Responsibilities

- Assist in the Maintenance of the group’s databases

- Assist in the delivery of the MI team’s data and reporting commitments

- Develop SAS programs that can be utilised within the MI environment

- Develop and maintain reports and data required throughout the business

- Ensure compliance with company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Degree or equivalent qualification or experience gained in a programming or analysis environment

- Some SAS programming experience would be advantageous

Skills

- Some exposure to SAS programming would be advantageous

- Problem solving/analytical skills

- Excellent numerical skills

- Excellent communication skills, both verbal and written

- Excellent technical aptitude

- Excellent numerical skills

- IT skills

Knowledge

- Excellent knowledge of latest SAS developments

- Solid understanding of the business objectives and operations

- Understanding of the metrics used to analyse motor insurance

Behaviours

- An organised and pro-active approach

- Logical thinker with solid reasoning ability

- Self motivated and enthusiastic

- A flexible approach and positive attitude

- Emphasis on attention to detail

- Communicate effectively

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Marketing Executive

We currently have a vacancy for a Marketing Executive, you will be required to implement a range of marketing activities that support the business objectives and to measure and evaluate campaign effectiveness. You must have at least 2 years experience in a marketing role, a comprehensive digital and traditional marketing experience and be able to demonstrate experience in writing web content as part of an SEO strategy.

Job Responsibilities:

- To take ownership of planning and implementing strong, targeted customer communications that support the business objectives

- Measure and evaluate campaign effectiveness against performance objectives and act on any feedback or lessons learnt.

- Ensure that all marketing collateral, including Company documentation and policy wording documents, support Company brand guidelines

- Assist with the management of a ‘Documentation Database’ to ensure version control

- Internal communication of campaigns, initiatives and ad-hoc projects

- Involvement in general marketing projects

- Monitor competitor activity

- Oversee the production of the monthly Company newsletter

- Assist with designing presentations

- Have a good understanding of the regulations governing the use of Data and the creation of Financial Promotions and be aware of the sign off procedures governing Marketing material.

- Ensure compliance with company regulations at all times

- Support the Marketing Manager and other colleagues

- Promote the activities of the marketing department across the business

- Any other reasonable duties as required

- Work with Marketing colleagues in the coordination of Offline and Online activities

Experience

- B2C Marketing experience required, preferably within the insurance sector

- Ideally CIM qualified or equivalent

Skills

- Excellent communication skills, both verbal and written

- Attention to detail

- Good time management and organisation skills

- Problem solving skills with the ability to adopt a logical approach to solving problems

- Good literacy and numeracy skills

- Fully conversant with all aspects of MS Office

Knowledge

- Good understanding of the business objectives and operations

- Knowledge of the marketing function

Behaviours

- Professional, confident and personable

- A flexible approach and positive attitude

- Be able to multi task with a range of internal stakeholders

- Able to view activities form a customer’s perspective

- Ability to manage multiple projects effectively and within deadline

- An organised and pro-active approach

- Able to work on own initiative and as part of a team

- Emphasis on attention to detail and accuracy

- Able to work collaboratively with a variety of internal departments

- Strives to drive business improvements to contribute to the success of the business

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Finance Operations Supervisor

We currently have a vacancy for a Finance Operations Supervisor, you will be required to provide motivational direction to a team of Credit Control Agents within a contact centre environment and ensure that the team follow procedures and carry out their duties efficiently. Also ensuring the insurance company’s products and services are accurately presented to customers at all times in accordance with TCF/OFT principles and other FSA regulations and within Consumer Credit guidelines.

You must also ensure the team’s productivity and quality performance targets are exceeded. Create an atmosphere of professionalism and mutual support among employees, and support in the delivery of the overall business plan.

Job Responsibilities:

- Responsible for conducting staff management duties such as:

o Monitor agents’ calls to ensure they are following Company’s policies and procedures at all times and are compliant with FSA regulations (including TCF principles)

o Set targets for agents and deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conduct regular performance reviews, including probationary reviews and annual appraisals

o Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Customer Services Controller and HR when required

o Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required

o Manage working patterns of employees to ensure optimal staffing levels, and manage the workload of the team

o Provide the team with feedback on company performance and ensure they are kept up to date with all changes in products, price and underwriting changes

- Provide technical support to the team and be the referral point for handling customer complaints to achieve a positive outcome

- Manage the telephony system to ensure SLA’s and KPI’s are achieved

- Ensure all debt is chased in a timely manner to minimise debt exposure.

- Provide management information on a regular basis to the Finance Operations Controller and management team

- To work closely with other teams and departments to ensure consistency and best practice

- To be compliant with health and safety policies at all times

- To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Experience of working within a contact centre environment, preferably at a supervisory level within the motor insurance industry and/or financial services.

- Experience of meeting KPI’s and SLA’s within a regulated environment

Skills

- Excellent communication skills, both verbal and written

- Strong leadership and management skills, and ability to motivate employees in a high pressurised environment

- Influencing and negotiation skills

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Great customer service skills

- Strong numeracy and literacy skills

- Strong IT and software skills

Knowledge

- Technical knowledge of insurance products and personal lines insurance is desirable

- Strong knowledge of finance processes and debt management is desirable

- Comprehensive understanding of regulatory requirements and company principles (including TCF,OFT and CCA) following appropriate training

- Solid understanding of the business objectives and operations

- Sound knowledge of managing telephony systems

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Takes initiative to make decisions

- A flexible approach and positive attitude

- Approachable and keen to help others

- Confident in presenting complex information in a clear and concise manner

- Emphasis on attention to detail and accuracy

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Financial Analyst

We currently have a vacancy for a Financial Analyst you will be required to fulfil internal and external cash analysis, planning and reporting requirements for the First Central group of companies. You will also need to provide financial support in the day to day operations of the Guernsey Incorporated First Central Finance company and to deputise for Treasury Manager as appropriate.

Job Responsibilities:

- Develop appropriate financial modelling across the group to actively and accurately report short term cash flows.

- Execute accurate and timely intergroup money movements

- Ensure correct levels of cash controls are implemented and maintained throughout the First Central business

- Monitor the solvency of the UK Companies and assist in reporting Solvency in overseas operations

- Assist in the execution of accurate and timely inter-company accounting and invoicing

- Liaise with the Group’s auditors at year end, and on an on-going basis as and when required

- Develop daily, weekly and monthly routines to support the successful management of First Central Finance

- Provide support as required to First Central Finance Management Team

- Assist in the Implementation and maintenance of a controlled and efficient Authority Matrix

- Deputise for the Treasury Manager when required, and provide oversight on all Treasury matters to the Group Financial Controller

- Maintain accurate and up to date Process Notes

- Undertake project work as required

- To ensure compliance with company and other relevant standards/ regulations at all times

- Any other duties as reasonably required

Qualifications

- ACCA/CIMA newly qualified or advanced in studies.

Experience

- Experience of complex cashflow reporting and management in a multinational organisation

- Ideally experience within the insurance industry

- Solid exposure of account and bank reconciliations, accounts payable, month end accounting

- Supervisory experience is an advantage

Skills

- Excellent communication skills, both verbal and written

- Good time management and organisation skills, with the ability to meet tight deadlines

- Liquidity Management and ability to be creative

- Problem solving skills, with the ability to identify and adopt a logical approach to resolving

- Excellent numeracy skills

- Excel modelling skills

Knowledge

- Solid understanding of and ability to apply client money rules

- Solid understanding of and ability to interpret the appropriate flows of money around the group

- Sound understanding of complex offshore group structures

Behaviours

- Self motivated and enthusiastic

- An organised and proactive approach

- Taking responsibility for tasks and seeing them through to completion

- Takes initiative to make decisions

- Ensures great attention to detail and a high degree of accuracy

- Flexible approach to work and adopts a positive attitude

- Able to work on own initiative and as part of a team

- Strives to drive business improvements and contribute to the success of the business

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Technical Accountant

We currently have a vacancy for a Technical Accountant within our Corporate Finance area, you will be required to provide financial and management accounting for First Central Insurance, the Group re Insurer and the Intermediary company within the First Central Group. You will own the consolidation process for all the First Central Group companies through the Dashboard and deputise for the Technical Accounting Manager.

Job Responsibilities:

- Manage the technical monthly accounts for the Gibraltar Insurance and Intermediary companies to final dashboard

- Accounting for all technical income to include: insurance income, ancillary income, credit card fee income, admin fee income and referral fee income and execute the appropriate accounting required

- Conduct accurate and timely inter-company accounting and invoicing

- Account for all Aggregator costs and manage the deferral model

- Understanding of the accounting associated with co insurer to include calculating the monthly bordereaux

- To be responsible for the monthly IBA bank account reconciliation

- Completion of Balance Sheet reconciliations for all related entities

- Consolidate First Central Group entities and provide required analysis for management

- Support Treasury in relation to overseas company cash flows

- Support the project accountant manager in relation to Overseas company projects

- Oversee and ensure integrity of all the non technical operating expenses, treasury function and the accounts payable function i for relevant entities

- Support all activities undertaken by the Technical Accounting Manager and act as Technical team Deputy in their absence

- Involved in projects to realise the 2014 business goals to include but not limited to underwriting system, premium database and in house direct debits

- Ensure correct levels of controls are implemented and maintained throughout the department

- Maintain accurate and up to date Process Notes

- Undertake project work as required

- Work closely with the Assistant Systems Accountant and the Premium Reconciliation Accountant

- Deputise for the Technical accounting manager when required

Qualifications

1. Newly qualified CIMA or ACCA or at advanced level of studies

Experience

2. Solid financial services accounting experience, preferably working within the Insurance industry

3. Experience of multi jurisdiction Group level consolidation

4. Experience of producing Board –level reporting packages within strict deadlines

Skills

5. Highly computer literate with advanced Excel skills

6. Excellent communication skills, both verbal and written

7. Able to work to strict deadlines with complete accuracy

8. Self motivated and able to self-direct

9. Strong Analytical and problem solving skills

Knowledge

10. Excellent knowledge of accounting processes and systems

11. Solid understanding of Insurance accounting and principles

12. Good understanding of motor insurance products and the motor insurance industry

Behaviours

13. Self motivated and enthusiastic

14. An organised and proactive approach

15. Takes initiative to make decisions

16. A flexible approach and positive attitude

17. Ensures great attention to detail and a high degree of accuracy in recording and reporting

18. Ability to meet tight deadlines

19. Flexible with business needs

20. Strives to drive business improvements and contribute to the success of the business

X

HR Administrator

We currently have a vacancy within our HR department for an HR Administrator. You will be required to provide comprehensive administrative support for all HR and Training related matters. The essentials skills that are required for this role are Administration experience and excellent computer/communication skills.

Job Responsibilities:

- Carry out all Recruitment Administration including receiving and recording applicant details, passing them onto the relevant line manager and arranging interviews and selection days

- Ensure records are retained for all recruitment decisions for a minimum period of 6 months

- Ensure rejected applicants are responded to in a timely manner

- Communicate start dates to all relevant parties and set up and maintain personnel files for new starters once confirmation is received of their start date

- Ensure all new starters complete a pre-employment health screening form and that advice received from the occupational health provider is acted upon

- Ensure all new starters and employees who have moved into new desks complete a VDU Risk Assessment and manage the ordering of any relevant equipment

- Complete reference requests for all new starters ensuring that two references are received for all employees prior to the end of their probationary period

- Prepare all induction materials in liaison with the Training function

- Pass details of all new starters to the HR Co-ordinator

- Arrange an Employee Benefits meeting for all new starters in their first three months

- Maintain a checklist for the due dates of annual appraisals and ensure these are completed by line managers

- Ensure there are sufficient first aiders and fire wardens at all sites, for all shifts and at all times and organise first aid and fire training for volunteers as required

- Ensure evaluations are carried out for every piece of training undertaken by employees and the results inputted onto the HR database

- Liaise with the Trainer to provide administrative support for training events

- Arrange Subscription Agreements for all employees who have subscriptions paid on their behalf to their professional body whilst employed

- Assist the Trainer to maintain training plans for all employees

- Archive files appropriately for all leavers

- Ensure standard references are completed upon request for ex-employees

- Assist the HR Co-ordinator in providing information for Data Subject Access requests

- Prepare relevant monthly management reports as requested, and other key performance indicators as required

- Undertake HR filing accurately and in good time

- Audit information held in paper files on a regular basis ensuring that correct documentation is held and out of date or irrelevant information has been discarded or archived

- To ensure compliance with company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Administration experience, preferably with some knowledge of the functions of HR and Training

Skills

- Excellent communication skills

- Excellent time management and organisation skills

- Good literacy and numeracy skills

- Customer orientation skills

- Computer literate, able to use Excel and Word proficiently and with the ability to use the HR database, Outlook, Powerpoint and Visio with training provided if necessary

Knowledge

- Good understanding of the business objectives and operations

Behaviours

- A confidential and professional approach is essential and can demonstrate integrity and respect

- Self motivated and enthusiastic

- An organised and pro-active approach

- Emphasis on attention to detail and accuracy

- A flexible approach and positive attitude

X

Database Support Analyst

We currently have a vacancy within our IT department for a Database Support Analyst, you will be required to work with the Service Delivery team to maintain and monitor the companies databases, supporting ancillary systems and related data extract transform and load processes. Also, assist the Database Administrator and Data Warehouse Architect with the implementation of new databases as well as changes to existing installations and to work with the Business intelligence and other departments supporting the delivery of new capability around data management.

Job Responsibilities:

- Oversee and manage day to day database operational activities and processes.

- Document and maintain database structure, processes and components.

- Assist the Database Administrator and the Data Warehouse Architect in their roles

Experience

- Strong IT experience preferably within a database analysis and support role

Skills

- Excellent communication skills, both verbal and written

- Good time management and organisation skills

- Problem solving skills with the ability to adopt a logical approach to solving problems

- Excellent technical skills

Knowledge

- Have a good working knowledge of:

o SQL Server 2005 and SQL Server 2008 R2

o T-SQL

o SQL Server Reporting Services (SSRS)

o SQL Server Integration Services (SSIS)

o Crystal Reports

Behaviours

- Self motivated and enthusiastic

- An organised and pro-active approach

- Ability to work on own initiative and as part of a team

- A flexible approach and positive attitude

- Emphasis on attention to detail and accuracy

- Takes initiative to make decisions

- Strives to drive business improvements to contribute to the success of the business

Job vacancies

Job

Salary

Location

Hours

Opportunities

Why work here?

Salary

Technical Claims Negotiator (MOJ Negotiator)

Customer Relations Agent

Assistant Product Analyst

Claims Negotiator

Call Centre Agents

FNOL Handler

Senior Technical Claims Negotiator

Customer Service Administration Agent

Business Modelling Analyst

Assistant MI Analyst

Marketing Executive

Finance Operations Supervisor

Financial Analyst

Technical Accountant

HR Administrator

Database Support Analyst