Job Title: Office Administrator
Company: Fast Track Accident Management NI
Employment Type: Full-Time
Department: Administration / Accident Management
Salary: Competitive – dependent on experience
Fast Track Accident Management NI provides accident management and vehicle support services to customers following road traffic accidents. Our team assists customers throughout the claims process, helping coordinate vehicle recovery, replacement vehicles, repairs and communication with the various parties involved in a claim.
We are looking for a professional, organised and dependable Office Administrator to join our team and support the day-to-day running of our busy office.
This is a varied role requiring excellent organisation, communication and attention to detail. The successful candidate will be comfortable dealing with customers over the telephone, maintaining accurate records, managing documentation and communicating with insurers, solicitors, repairers, recovery operators and other third parties.
Key Responsibilities
- Answer incoming telephone calls in a professional, friendly and efficient manner.
- Act as one of the first points of contact for new and existing customers.
- Take accurate information from customers following road traffic accidents or vehicle incidents.
- Provide customers with updates regarding their case and ensure queries are directed to the appropriate member of the team.
- Make outbound calls when required to obtain information, provide updates or follow up outstanding matters.
- Deal professionally with customers who may be frustrated, concerned or under pressure following an accident.
- Ensure all conversations and important information are accurately recorded on the relevant customer file or management system.
Accident Management Administration
- Assist with opening and setting up new accident management cases.
- Collect and accurately record customer, vehicle and accident information.
- Ensure all required documentation is obtained and correctly stored.
- Assist with progressing cases through the different stages of the accident management process.
- Monitor active files and identify outstanding information or actions.
- Follow up documentation and information with customers and relevant third parties.
- Maintain clear and accurate notes so that the current position of every case can be easily understood.
- Escalate urgent, unusual or potentially problematic cases to management.
Claims & Documentation
- Prepare, organise and maintain documentation relating to accident claims.
- Request and process relevant supporting documents where required.
- Check documents for completeness and accuracy before adding them to a case.
- Maintain organised electronic and, where applicable, physical customer files.
- Scan, upload, download and correctly name documentation.
- Assist with preparing documents and case information for insurers, solicitors and other authorised parties.
- Keep accurate records of documents sent and received.
- Chase outstanding documentation to prevent unnecessary delays.
Vehicle Recovery & Replacement Vehicle Administration
- Assist with the administration surrounding vehicle recoveries following accidents or breakdowns where applicable.
- Record recovery details and ensure the relevant information is communicated internally.
- Assist with coordinating replacement vehicle requirements.
- Maintain accurate records relating to vehicles supplied to customers.
- Record relevant delivery, collection and vehicle information.
- Liaise with drivers, recovery operators and other service providers when required.
- Ensure vehicle-related paperwork is completed and stored correctly.
Liaising with Third Parties
The Office Administrator may regularly communicate with:
- Insurance companies
- Solicitors and legal representatives
- Vehicle repairers and bodyshops
- Recovery operators
- Vehicle hire providers
- Engineers and assessors
- Customers
- Drivers
- Internal members of the Fast Track team
- Other relevant third-party service providers
All communication must be handled professionally, with accurate notes maintained following telephone calls, emails and other correspondence.
Email & Correspondence Management
- Monitor relevant company email inboxes throughout the working day.
- Respond to routine correspondence professionally and promptly.
- Forward correspondence to the appropriate team member where required.
- Maintain organised email records.
- Send requested documentation securely to customers and authorised third parties.
- Follow up unanswered correspondence and outstanding requests.
- Ensure important or urgent communications are brought to management's attention.
General Office Administration
- Provide administrative support to management and other members of the team.
- Maintain accurate databases, spreadsheets and internal records.
- Complete data entry accurately and efficiently.
- Prepare letters, emails, forms and other business documents.
- Manage incoming and outgoing correspondence.
- Organise and maintain digital filing systems.
- Assist with printing, scanning, copying and document preparation.
- Keep office records accurate and up to date.
- Assist with general office organisation and administrative duties as required.
- Help ensure the office operates efficiently during busy periods.
Case Management & Organisation
A key part of this position is ensuring that cases continue to progress and that outstanding actions are followed up.
The successful candidate will be expected to manage multiple tasks simultaneously and maintain an organised workload.
This will include:
- Maintaining a daily list of outstanding actions.
- Following up customers for missing information.
- Following up third parties where responses are outstanding.
- Updating case notes immediately following significant activity.
- Prioritising urgent cases appropriately.
- Ensuring deadlines and important dates are not missed.
- Providing management with updates regarding outstanding or delayed cases.
- Taking ownership of administrative tasks through to completion.
Data Protection & Confidentiality
Due to the nature of the business, the successful candidate will have access to confidential customer and claim information.
The Office Administrator will therefore be expected to:
- Maintain strict customer confidentiality.
- Handle personal information responsibly.
- Follow company procedures regarding data protection and information security.
- Ensure customer information is only provided to appropriately authorised parties.
- Maintain secure and accurate customer records.
- Immediately report any potential data protection or confidentiality concerns to management.
Essential Skills & Attributes
We are looking for someone who is:
- Highly organised and able to manage multiple tasks.
- Confident communicating with customers over the telephone.
- Professional and approachable.
- Reliable and punctual.
- Accurate with excellent attention to detail.
- Comfortable working in a busy office environment.
- Able to prioritise tasks effectively.
- Confident using computers and office software.
- Comfortable writing professional emails.
- Capable of maintaining accurate records.
- Able to work independently as well as part of a team.
- Comfortable following established processes and procedures.
- Able to remain calm when dealing with challenging situations.
- Proactive in following up outstanding work rather than waiting to be reminded.
- Willing to learn and develop an understanding of the accident management industry.
Computer Skills
The successful candidate should be comfortable using:
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook / Email
- Online management systems
- Cloud-based document storage
- PDF documents
- General web-based business systems
Training will be provided on company-specific systems and procedures.
Previous Experience
Previous experience in an administrative or customer service position is preferred.
Experience within any of the following sectors would be advantageous but is not essential:
- Accident management
- Insurance
- Claims handling
- Vehicle hire
- Vehicle recovery
- Motor trade
- Solicitors/legal administration
- Car rental
- Bodyshop or vehicle repair administration
Full training on Fast Track Accident Management NI's internal processes will be provided.
Personal Qualities
We are particularly interested in candidates who demonstrate ownership and initiative.
The successful candidate should not simply complete individual tasks but should actively monitor their workload, identify what needs followed up and ensure matters are progressed.
We are looking for someone who takes pride in keeping files organised, customers updated and outstanding actions under control.
What We Offer
- Full-time position within a growing business.
- Training and support.
- Varied day-to-day responsibilities.
- Opportunity to develop knowledge of accident management and the wider motor industry.
- Friendly and professional working environment.
- Opportunity to take on additional responsibility as experience develops.
- Competitive salary based on experience.
The Ideal Candidate
The ideal candidate will be a confident and organised administrator who enjoys working in a fast-paced environment.
You will be comfortable speaking with customers, insurers, solicitors, repairers and other businesses while maintaining a professional approach at all times.
Attention to detail is extremely important. Accident management involves significant amounts of information and documentation, so accurate record keeping and consistent follow-up are essential.
Most importantly, we are looking for someone who can take responsibility for their workload, keep cases moving and become a dependable member of the Fast Track Accident Management NI team.
Pay: £27,000.00-£35,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
