Performance & Planning Analyst

Join AX where our people and purpose drive us forward

At AX, we re passionate about keeping drivers on the road and delivering exceptional care when it matters most. As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.

Our values Inspired to Innovate, Always Respectful, Fully Accountable, and Delivering Delight are at the heart of everything we do. We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way. We re a team that values care, quality, and customer satisfaction. You ll be part of a supportive environment where your work is appreciated, and your development is encouraged.

About the role

We are looking for a Customer Support Advisor to efficiently and effectively manage a case load of motor claims during the period in which customers are utilising our hire vehicles. You will be required to attend the Fort Dunlop office for a minimum of two days per week.

What you ll be doing

• manage the hire process including quality checking claims to ensure no delays have occurred which would/or could affect the recovering of our hire charges
• accurately assess claim status and documentation on receipt of assigned claims to ensure claims are managed in the most efficient manner
• correctly validate claim type (whether credit repair, third party or Policyholder Insurer) to ensure repair work is authorised appropriately
• verify all relevant and correct documentation is received to correct standard and recorded on the claim
• effectively monitor the timely processing of assigned motor claims to deliver agreed targets, customer expectations and business objectives
• liaise with external partners including Third Party Insurers, Policyholder Insurers, Solicitors, Referrers and Repairers with a view to progressing and actively managing the claim and positively influencing those involved
• maintain effective contact with the customer keeping them updated and dealing with any issues or problems that may arise during the hire period
• ensure all costs associated to the hire period can be billed and recovered through efficient claims management or accurate notification of justifiable delays.

What you ll bring

• demonstrable experience within a fast-paced customer service role, ideally phone-based customer service environment preferred
• clear verbal communication skills, demonstrating persuasive and assertive behaviour
• competent using MS Office
• ability to prioritise, recognising importance and urgency
• good written communication skills
• ability to work under pressure with a flexible attitude and approach, on own initiative
• demonstrate commercial awareness
• demonstrate behaviours in line with Company values; Inspired to Innovate, Always Respectful, Fully Accountable, Delivering Delight.

What we offer

• Up to £28,300 OTE
• 22 days holiday (plus bank holidays), rising to 27 with service
• Workplace pension scheme
• Bupa Private Healthcare (optional)
• Life Assurance (4x salary)
• Employee Assistance Programme and wellbeing tools
• Retail discounts and savings
• Ongoing professional development and career growth opportunities
• One charity/volunteering day off per year.

Wellbeing, diversity and inclusion

For the third year in a row, we are proud to share that we ve won an Inspiring Workplace Award. This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated.

We've also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.

If our values resonate with you and you re excited about this opportunity, we d love to hear from you. You might be just who we re looking for.