Incident Manager - Birchwood

Responsible for providing the highest level of support to all of our Corporate partners and their clients.

Main Job Missions

Work within the business KPI’s and contractual SLA’s.

Answer Customer and Dealer calls in a professional, friendly and coherent manner.

Administer warranty claims within terms & conditions.

Administration

Respond professionally, within a targeted timeframe to all inbound email enquiries.

Work closely with subscribers to ensure that all details are precise and GDPR compliant.

Open claims files for authorisation.

Telephony

Answer inbound calls, identifying the caller need, and provide relevant information or transfer call appropriately

Give clear and understandable explanations for claim validations.

Accounts Assistance

Ensure all payment requests are followed to conclusion.

Complaints

Attempt to resolve any complaint and escalate where necessary.

Log all types of dissatisfaction.

Teamwork

Work collaboratively and promote a positive attitude.

Qualifications required for this job

Hard skills

Knowledge of Claims Management operations

Process development

Product management

Soft skills

Ability to listen to and empathise with customers.

Demonstrate integrity, reliability and accountability.

General PC skills & experience in MS Office.

Promote and support the company values.

Languages

Benefits