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 applications@qanw.co.uk and provide us with both your contact details as well as attaching a copy of your current CV.
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