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Incident Manager – Birchwood

Responsible for providing the highest level of support to all of our Corporate partners and their clients including the management of the Warranty Claims Team comprising of 15-20 people.

Main Job Missions

  • Work within the business KPI’s and contractual SLA’s.
  • Customer and Dealer service handling (telephone-based), operating in a professional, friendly, clear, and coherent manner.
  • European Roadside assistance
  • Subscription, claims and accounts administration.Inform and manage customer & repairer communications
  • Complaints management

Key activities


  • Respond professionally, within a targeted timeframe to all inbound email enquiries.
  • Work closely with subscribers to ensure that all details are precise and up to date whilst operating within GDPR guidelines.
  • Open claims files for authorisation
  • Support on challenging calls


  • Answering all inbound calls, identifying the need of the caller, and giving the relevant information in response
  • Give  clear and understandable explanations for claim validations.
  • Transfer calls appropriately to the correct departments

Accounts Assistance

  • Ensure all payment requests are followed to conclusion.
  • Provide duplicate invoice and remittance advice.
  • Resolve any anomalies.


  • Attempt to resolve any complaint.
  • Log all types of dissatisfaction.
  • Raise complaints to the complaints department


  • Take part in weekly meetings representative of your team to communicate any matters of importance

Qualifications required for this job

Hard skills

  • Wide knowledge of Claims Management operations
  • Process development
  • Product management


  • Soft skills 
  • Collaboration with colleagues across departments and other countries to reach individual and collective targets
  • Portray a good image of the company in your actions and behaviours
  • Be able to take decisions alone, respecting process.


  • English
  • Polish (Desirable)

Interested in this vacancy ?
Apply today !


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