Mark Massiter Email and Phone Number

• Develop and implement key business strategies. • Balance financial stability against risk appetite.• Lead commercial planning and decision making.• Identify and develop new business opportunities.• Determine areas requiring improvement.• Implement change from concept to procedure. • Oversee daily operations and live claims. • Enable swift problem resolution.• Supervise, motivate and develop the claims handling team.• Deliver consistently excellent customer service. • Assist brand development.• Negotiate recovery of outstanding credit hire accounts.• Manage key referral and supplier accounts.• Make early assessments of liability and recovery prospects.• Resolve escalated complaints.• Maintain knowledge of regulations and case law. • Ensure compliance.• Recovered over £1.3m in credit hire outlay.• Developed and implemented a bespoke electronic claims handling database.• Obtained ABI Tier 2 status, structuring hire rates and furthering brand.• Implemented document capture procedure to facilitate credit hire collections.• Oversaw business expansion into new markets of personal lines credit hire and recovery and storage.• Introduced client care letters and client satisfaction surveys to monitor service levels and ensure regulatory compliance.• Negotiated prodigious injury recommendation scheme, maintaining 100% compensation for clients.• Promotion of team member from Credit Controller to Claims Handler

• Organise and manage a high-volume, RTA caseload• Investigate liability and policy compliance. • Produce technically detailed claim reports, verbal updates and witness statements.• Efficiently negotiate and settle credit hire, personal injury, recovery, storage, vehicle damage and property damage claims. • Liaise with policyholders, third parties, insurers, solicitors, repairers, engineers and hire providers.• Settled 87% of claims without involvement of a third party solicitor, eradicating substantial legal costs.• Avoided credit hire on 58% of all third party claims, minimising exposure to inflated costs.• Negotiated personal injury claims to an average settlement of £855. • Closed an average of 37 individual claimant cases per month, within the regional target

• Oversee departmental operation. Manage credit hire referrals for twenty one branches of Enterprise across northern England.• Lead a team of Coordinators and Administrators. Ensure efficient and competent claims handling.• Performance manage department staff, through constructive reviews, departmental training and disciplinary action. Provide input on staff recruitment. • Manage and motivate Area Managers, Branch Managers, Assistant Managers and staff within rental branches. Act upon operational feedback, identifying areas for progression. • Set goals and support rental staff with appropriate training in both group and one to one settings. • Management of national credit hire settlement protocols with key insurers. • Analysis of practices, implementing improvements to drive efficiency.• Produce and analyse regular Management Information as well ad-hoc reports.• Account maintenance, including sole responsibility for management of largest independent referral source within the group• Developed department from inception to largest department in the group, generating income in excess of £2 million per annum.• Led team to above UK average for credit hire conversion and collections.• Ranked highest Non Fault department in UK for debt collection in 3 of final 6 months.• Consistently ranked within top 3 of 9 Non Fault departments in UK, for conversion percentage of referrals received• Implemented overhaul of claim notification process, from a paper based to electronic system.• Devised standard credit hire delay notification procedure improving settlement lead time.• Promotion of two colleagues to from Administrators to Non-Fault Coordinators.

• A direct customer facing role, in a local rental office, supplying hire vehicles to customers in a variety of scenarios, working with an under-promise, over-deliver mentality, where customer service was the key performance indicator.• Generate additional income through vehicle upgrades and protection packages.• Increase branch fleet through external marketing.• Assist with development and training of junior team members.• Logistical planning to ensure maximum fleet utilisation whilst maintaining excellent customer service standards at all times.