Job Description

Working for Lancaster Gate will provide you:

Continuous training and development with support given by our expert team Appraisal programmes for all which aids your progression and salary increments Pension contribution Employee referral programme Employee Assistance programme - legal advice, counselling and much more Holidays that rise with length of service Opportunities to undertake recognised qualifications Overtime Available

The Escalations team and the recoveries team are fully integrated ensuring we operate a seamless model that ensures consistency across the business.

A Credit Hire Escalations Handler is responsible for managing a portfolio of claims involving credit hire disputes, from inception to resolution. This role requires strong negotiation skills, a deep understanding of credit hire law and related Escalations processes, and the ability to handle cases efficiently while achieving favourable outcomes for the organisation.

Duties

Dealing with all aspects of recovery of our invoices for both Lancaster Gate Assistance and our client.

Handle a caseload of credit hire claims, ensuring all cases are managed within company guidelines and in compliance with legal and regulatory standards.

Conduct detailed analysis of claims to assess liability, quantum, and prospects for success.

Manage the Escalations process, including drafting and filing court documents such as defences, counterclaims, and witness statements.

Liaise with legal counsel and attend court hearings as required.

Communicate effectively with insurers, clients, and external legal teams to provide updates on claim progress and obtain necessary information.

Ensure compliance with legal and regulatory requirements, including the Civil Procedure Rules (CPR).

Negotiate settlements with third-party representatives, credit hire companies, and solicitors to achieve cost-effective outcomes.

Use alternative dispute resolution methods where appropriate to resolve claims efficiently.

Communicating with the client to give them accurate updates on the process of their claim and ensuring we sign post the client accurately.

This role will require you to work with deadlines and to problem solve, as well as using different channels of communication such as emails, phone calls and on occasion, letters. The right candidate should be customer focused, be empathetic and have excellent telephone and PC skills, full training will be provided.

The ideal candidate will have good communication and Negotiation skills and would be able to work in a target driven, challenging and fast paced environment.

You will be required to investigate Liability Disputes; therefore, a background knowledge of the Highway Code would be beneficial, however full training will be given

Good communication skills across all levels are required, given you will be working predominately on the telephone with Insurers, Client's, Solicitors and Repairers.

To establish working relationships with your fellow team members and referrers alike.

We operate a fully supportive team effort, and you will be required to be flexible and support other teams subject to the business needs.

Ensuring all checks are completed as part of the preparation of the files awaiting Escalations .

Regular communication with external law firms ensuring we have regular updates as part of the Escalations process.

You will be required to be flexible and support other teams subject to the business needs.

To provide a general administrative service to your management team. To establish working relationships with your fellow team members and referrers alike.

Supporting your team manager with the development of both the Escalations & Recoveries Teams.

Undertaking file audits and providing feedback to the team.

Additional Information

You will be required to provide two professional and/or character references

You may be required to undergo a Criminal Records Bureau background check which includes a credit check.

UK-based role with travel to our Norfolk head office when needed

Job Types: Full-time, Permanent

Work Location: Remote