Job Title: Senior Motor Engineer

Reference: EXT379

Hours: Full Time

Salary: Competitive

Job Purpose

  • Provide technical engineering expertise to support the development of the business and the delivery of the claims strategy.
  • Manage escalated motor engineering matters including customer complaints ensuring adherence to the principles of TCF and ITB’s handling procedures
  • Support the Chief Motor Engineer with managing supplier relationships, the technical wellbeing of the motor engineering unit and the continual development of the engineer’s team.

Key Result Areas

  • Support development and delivery of the Claims strategy and vision
  • Support the relationship with the capacity providers in respect of Claims particularly for Motor Engineering matters
  • Contribute to the continuous improvement of the service and be active in problem resolution
  • Be a vehicle damage systems and processes subject matter expert, developing systems and processes which support the agreed Claims strategy. Continually review data, identifying trends and anticipating behaviour and communicate these patterns and results within the business at the appropriate level
  • Be a technical referral point on Claims motor engineering matters. When required, handle own caseload of high profile/complex Claims.  Instruct suppliers, provide witness statements and represent the business in court if necessary on Claims matters.  Utilise Box data to inform tactical decision making on Claims.  Support the development of the Claims team by being an effective coach and role model
  • Act as a technical referral point for Claims handlers for any vehicle damage questions, issues or matters that require escalation. Support the development of the Claims team by being an effective coach and role model
  • Utilise engineering systems to assess vehicle damage, estimate and evaluate best methods for repair, research pre-accident value, validate documentation and provide guidance and information to the Claims team
  • Undertake regular quality audits on Claims process, compile results and provide feedback within the business at the appropriate level. Ensure agreed actions are implemented, performance is monitored and a review cycle exists
  • Handle and log complaints in line with FSA and company requirements and guidelines. Undertake root cause analysis and implement solutions to improve customer experience
  • Develop Claims handling processes, policies and procedures for the agency and ensure that controls are maintained in accordance with relevant regulatory requirements and best practice guidelines
  • Support management of Claims motor engineering suppliers, working with the wider Claims function. Develop supplier partnerships which align to the Claims strategy.  Explore, recommend and implement agreed solutions and draft contracts reflecting the requirement.  Monitor suppliers’ performance through MI delivery ensuring they operate within agreed contract terms and conditions, meet or exceed agreed service standards and enhance results and performance to minimise risk and leakage
  • Support the Claims function in meeting customer’s needs (including adhering to the principles of Treating Customers Fairly) and delivering continuous service improvements
  • Develop and maintain systems / controls to monitor and review regularly any outsourced Claims handling functions to ensure that they are operating in line with the contracted terms and agreed service delivery standards, particularly in relation to vehicle damage and assistance matters
  • Represent the business externally on Claims matters
  • Liaise effectively with other Departments and other business functions as appropriate to ensure identification and appropriate management of all Claims issues
  • Participate in group projects as and when required
  • Be aware of and comply on an ongoing basis with the rules and requirements of the Financial Services Commission (FSC) and any other legal/regulatory/risk management frameworks
  • Complete any other task as may reasonably be required in order to support business needs

Knowledge, Skills and Experience Required

Technical skills – Essential

  • Vast experience in an insurance based motor engineering role
  • Expert knowledge of motor Claims, particularly relating to vehicle damage solutions
  • Expert knowledge of vehicle construction, estimating and repair techniques, methods and solutions and salvage categorization
  • Expert knowledge of vehicle damage electronic estimating systems
  • Sound understanding of the FSC regulatory regime, FOS ethos and TCF initiatives
  • Demonstrable leadership skills
  • Strong negotiation and influencing skills
  • High level of both verbal and numerical reasoning
  • Proficient in using IT word processing, database and spreadsheet packages

Technical skills – Desirable

  • Professional insurance, risk management or engineering qualification