Job Description
Technical Support
Full Time - Permanent
Predominantly office-based hybrid role in Ayr, Ayrshire
Salary – National Competitive Rate
35 hours, Monday to Friday 9am – 5pm
Who are we?
QANW are part of the wider Accelerant Group, and we provide Insurance Backed Guarantees to contractors operating in the home improvement market – mainly undertaking glazing, renewable energy, roofing or similar home improvement work.
What are we looking for?
We’re recruiting for a detail-oriented and proactive Technical Support member who will be the main point of contact for our members and Client Management Team to support various schemes, review high-value applications, and collaborate with our Underwriting and Technical teams to assess risks and ensure efficient decision-making. This is a great opportunity for someone who is motivated to progress their career and keen to upskill through on-the-job learning and certification opportunities.
Key accountabilities and responsibilities
* To handle customer service enquiries - dealing directly with customers/members by telephone and email.
* To provide resource in all direct schemes – guiding members through job application; review and approval of flags in line with agreed scheme rules; advice on how the scheme operates.
* Act as a key resource for our higher complexity schemes providing operational guidance to contractors and members of the Operations Team.
* To review and make decisions within Delegated Authority level on contractor retention cases passed to the Technical Team from other members of Operations.
* To review and make decisions within Delegated Authority level on higher contract value risks
* To provide support and clear/accurate information throughout the Underwriting process to contractors and Operations handlers.
* To present any potential new lines of business to our Client Development Team.
* To continuously review documentation in-line with changes and improvements to processes.
* To engage in Technical and Underwriting meetings.
* To conduct regular audits on various Trade Associations.
* To review and make decisions within authority level on any finance referral cases passed to the Technical Team.
* To analyse Company entity status and accounts in respect of solvency.
* To identify potential cases of Bad Debt and follow processes in required deadlines.
* To identify potential Contractor closures or changes to company status in required deadlines.
* To present higher contract value cases to Underwriting with all relevant information and collaborate to come to a decision on risk acceptance.
* To collaborate with Team Lead and Technical Director on projects or tasks where required.
Skills
* Administration and customer service experience.
* Ability to quickly learn and understand a range of products (direct and third-party).
* Confidence in reviewing and improving processes and documentation.
* Excellent written and telephone-based customer service skills.
* Skilled in operating various Microsoft packages – Word/Excel/Teams.
* Ability to prioritise workload and manage time efficiently.
* Technical experience working within the home renovation industry would be advantageous.
* Previous experience or qualifications working specifically within an FCA Regulated firm (or ambition to educate in this area) would be advantageous.
Key Competencies
* Composure
* Conflict management
* Dealing with ambiguity
* Drive for results
* Organising
* Planning
* Priority setting
* Problem solving
* Process management
* Written communication
Where are we?
We are located at 4 Forbes Drive, Ayr, South Ayrshire, KA8 9FG. There is flexibility for this role to be hybrid between home and work.
What next?
Please email us at and provide us with both your contact details as well as attaching a copy of your current CV.
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