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
Experience:
* served tech in garage: 3 years (required)
Work Location: In person