Technical Incident Manager – Thame
Our client, a distinguished leader in mechanical breakdown warranties, roadside assistance, and vehicle maintenance contracts with over 40 years of industry experience operating across nine European markets, is seeking a highly motivated Technical Incident Manager to join their team in Thame. This role offers the opportunity to work within a reputable organisation committed to excellence and customer satisfaction.
Benefits
* Competitive starting salary up to £24,400 per annum, dependent on experience
* Overtime paid at time and a half for Saturday morning shifts
* 35-hour workweek, Monday to Friday, 9:00am – 5:00pm, with a 1-hour unpaid lunch break
* Hybrid working model: 3 days in the office, 2 days remote after a 6-month probation period
* Paid Saturday mornings (1 in 4 Saturdays), 9:00am – 1:00pm
* 25 days holiday allowance, increasing to 27 with length of service, plus bank holidays and your birthday off
* Annual leave buyback scheme
* Auto-enrolment pension scheme with a 5% employee contribution and 4% employer contribution
* Private healthcare and employee discounts on warranty products after probation
* Enhanced maternity/paternity pay, death in service, and critical illness cover
* Excellent career progression prospects within a well-established company
Duties
* Handle customer calls and emails professionally, ensuring clear and coherent communication
* Build customer claims by recording relevant information accurately and passing details to appropriate teams
* Liaise with customers, dealers, and repairers regarding queries and estimates
* Support the claims team by ensuring timely processing of claims invoices and maintaining accurate records
* Keep Technical Incident Technicians updated with relevant claim information
* Assist other departments as required, demonstrating flexibility and team collaboration
* Maintain administrative accuracy and organisation across daily tasks
* Promote company values and uphold high standards of integrity and professionalism
Requirements
* Strong customer service skills with confidence in verbal and written communication
* IT literate, proficient in Microsoft Word and Outlook
* Organised and methodical approach to administrative duties
* Ability to work effectively within a team environment
* Problem-solving mindset with initiative and reliability
* While technical knowledge of motor vehicles is beneficial, it is not essential
* Demonstrating integrity, accountability, and a proactive attitude is vital
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