Operations Advisor | Swedish & Norwegian

-Customer Service & Claims SpecialistYou'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.