Job Description

Provide the highest level of support to all repairers and policy holders with premium consistency.

Main Job Missions

TAKE DECISIONS ON CLAIMS APPROVAL OR REFUSAL

Assess claims submitted. Ensure the claim is covered by the policy, the quotation is correct (part/s and labour cost, labour time) and inline with manufacturers' guidelines. Document and give approval or refusal with supporting evidence. Request validation of a Manager as required.
MANAGE TECHNICAL RELATIONSHIP

Manage technical relationships with repairers. Ensure all requested technical evidence is available to support decision. Ask for further evidence from repairers to support decision where required. Escalate to a Manager as directed.
COMPLEX CLAIMS

Commission independent expert for complex claims and manage outcome. Support Technical Incident Managers with mechanical information as applicable.
CLAIMS MANAGEMENT

Assess all details of a mechanical breakdown of a motor vehicle with an active policy. Ensure validations are in accordance with the terms and conditions of the policy. Use all company and any external tools to support claims decisions. Compile detailed internal summary reports for high value claims decisions. Ensure all approvals are costed correctly and no higher than manufacturers retail costs. Ensure any approval or refusal of a claim is communicated immediately via a decision document in a clear and succinct manner.
TELEPHONY

Answering all inbound calls, identifying the need of the caller, giving the relevant information in response. Give clear explanations for claims validations. Transfer calls appropriately to the correct department or person.
ACCOUNTS ASSISTANCE

Give clear concise information as required.
COMPLAINTS

Attempt to resolve any problems, so as not to become a complaint. Log all types of dissatisfaction. Raise any complaint through the correct procedure.
TEAMWORK

As part of the team ensure any matter of importance are communicated. Take part in team meetings.

Hard Skills

Excellent customer service skills. Proficient in Microsoft Office package. Ability to work under pressure. Technical knowledge of motor vehicles (NVQ level 3 or equivalent). At least 3 years served in a main dealer or independent garage.

Soft Skills

Teamwork - being part of a team and working in a collaborative way with others. Confident speaking to repairers / customers over the telephone. Promoting and supporting the company values.

Language

English
Job Type: Full-time

Pay: 34,000.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Free parking Life insurance On-site parking Private dental insurance Private medical insurance Referral programme Work from home
Experience:

garage served technical: 3 years (required)
Work Location: In person