Fort Assist specialises in providing comprehensive accident management and mobility solutions to drivers involved in road traffic accidents. The company is dedicated to reducing disruption and helping customers get back on the road as quickly and efficiently as possible through the provision of replacement vehicles, claims support, and end‑to‑end accident management services.
With a strong focus on customer care, Fort Assist manages the claims process from initial notification through to resolution, liaising with insurers, repairers, solicitors, and other stakeholders to ensure a seamless experience. The team is committed to delivering professional, reliable, and efficient support, maintaining clear communication and tailored solutions throughout every stage of the customer journey.
Role Description
This is a full‑time, on‑site Credit Hire Handler role based in Birmingham. The Credit Hire Handler will be responsible for managing a caseload of credit hire claims from instruction through to settlement, ensuring each claim is progressed efficiently and in accordance with company procedures and industry best practices.
Key responsibilities include assessing new claims, validating customer and accident information, arranging replacement vehicles, and liaising with insurers, solicitors, repairers, third parties, and customers via telephone and email. The role involves monitoring claim progress, obtaining outstanding documentation, negotiating hire periods and rates, maintaining accurate records on case management systems, and ensuring all files remain compliant and up to date.
The successful candidate will proactively identify potential risks, liability concerns, or fraud indicators, provide regular updates to customers, and contribute to continuous improvements in operational processes and customer service standards.
Qualifications
- Previous experience in credit hire, motor claims handling, accident management, or a similar insurance or automotive environment, with a sound understanding of the claims lifecycle and customer journey.
- Excellent communication and negotiation skills, including a confident telephone manner and the ability to communicate clearly and professionally in writing.
- Strong organisational and time management skills, with the ability to manage a busy caseload, prioritise workloads, and meet deadlines while maintaining high levels of accuracy.
- Good IT proficiency, including experience using case management systems, Microsoft Office applications, and other business software for data entry and record management.
- Strong analytical and problem‑solving abilities, with the capability to review claim information, assess liability, and make informed decisions based on available evidence.
- A customer‑focused approach with a commitment to delivering high levels of service, empathy, and professionalism.
- Ability to work effectively as part of a team within a fast‑paced office environment, supporting colleagues and contributing to shared objectives.
- Knowledge of credit hire procedures, ABI GTA protocols, motor insurance claims, or relevant industry legislation would be advantageous but is not essential.
