Operations Advisor | Norwegian

You'll be the primary point of contact for clients, customers and business partners, ensuring high-quality customer service and efficient operational support. You will handle a combination of customer enquiries, insurance administration and claims management, working closely with insurers, brokers, suppliers and internal teams.

Customer Service
- Respond to customer enquiries and collect insurance information from customers, insurance brokers and insurance companies.
- Manage incoming calls and enquiries within agreed response times and service standards.
- Verify and accurately record all customer and insurance information in the internal systems.
- Maintain strong working relationships with leasing companies, insurance brokers, insurers and suppliers.
- Handle customer correspondence promptly, ensuring all insurance requirements are met.
- Communicate professionally with customers and business partners at all times.
- Keep case records and internal diaries up to date, ensuring all relevant information is accessible to the team.
- Prioritise daily workloads to meet agreed service levels and deadlines.
- Handle complaints and expressions of dissatisfaction in line with company procedures.
- Escalate relevant issues to senior management when necessary.
- Support colleagues and contribute to the smooth running of daily operations.
- Assist and guide less experienced team members where needed.
- Follow internal procedures and quality standards.
- Carry out additional duties as required.

Claims Management
- Obtain detailed statements from customers and other relevant parties regarding reported claims.
- Investigate claims and collect all necessary documentation and evidence to establish the circumstances of the loss.
- Identify the type and cause of loss and assess the insurance coverage in place.
- Estimate the value of damage or loss and establish appropriate claim reserves, reviewing these throughout the process.
- Record all relevant claim information accurately in the claims management system.
- Notify insurers of claims that fall outside the authorised limits or require further assessment.
- Proactively follow up on outstanding information and documentation.
- Keep customers informed about the progress of their claims and communicate any delays.
- Immediately refer claims involving potential coverage issues to insurers for assessment.
- Investigate opportunities for recovery, contribution, subrogation and salvage.
- Arrange inspections of damaged equipment to establish the cause and extent of the damage.
- Coordinate the repair or replacement of equipment with approved suppliers.
- Review all relevant documentation to determine the appropriate settlement.
- Appoint external loss adjusters for claims exceeding the authorised limits.
- Follow recommendations and requirements set by insurers and internal auditors.
- Ensure complaints are handled in accordance with applicable FCA regulations and insurer guidelines.
- Prepare and process claim payments.