Incident Manager
Responsible on a day-to-day basis for answering customer calls, emails and building customer’s claims. The Incident Manager is also responsible for ensuring that the Technical Incident Managers and Technicians are kept up to date with information relating to current vehicle warranty and insurance claims.
Main Job Missions
- Provide the highest level of service to customers and dealers. Telephone based operating in a professional friendly, clear and coherent manner
- Ensure all administrative functions within the Claims department are carried out within an agreed timeframe
- Be a proactive member of the team
- Answer calls from customers as a first line of contact within the agreed timeframe, explain claims process in a clear and concise manner, ensure enquiries are dealt with promptly
- Open and build claims files for authorisation, by putting all information obtained onto the system before handing over to a Technical Incident Manager
- Ensure claims invoices are correct and passed for payment within the agreed timeframe
- Action all emails within the agreed timeframe or ensure they are passed to the correct person to deal with, including customer, dealer and repairer queries and estimates
- Support the wider Claims team and other departments if required
- Register any form of expression of dissatisfaction or complaint.
Activities
- Work with customers to ensure their claims are dealt with in a timely manner
- Ensure the maximum amount of information is gathered at the first point of contact either by phone or email
- Ensure all data is entered accurately onto our bespoke system and GDPR is maintained at all times
- Ensure phone calls for other departments are transferred to the right person or correct department
- Ensure compliance process is followed at all times
- Provide the highest level of service to customers and dealers. Telephone based operating in a professional friendly, clear and coherent manner
- Ensure all administrative functions within the Claims department are carried out within an agreed timeframe
- Be a proactive member of the team
- Answer calls from customers as a first line of contact within the agreed timeframe, explain claims process in a clear and concise manner, ensure enquiries are dealt with promptly
- Open and build claims files for authorisation, by putting all information obtained onto the system before handing over to a Technical Incident Manager
- Ensure claims invoices are correct and passed for payment within the agreed timeframe
- Action all emails within the agreed timeframe or ensure they are passed to the correct person to deal with, including customer, dealer and repairer queries and estimates
- Support the wider Claims team and other departments if required
- Register any form of expression of dissatisfaction or complaint.
Activities
- Work with customers to ensure their claims are dealt with in a timely manner
- Ensure the maximum amount of information is gathered at the first point of contact either by phone or email
- Ensure all data is entered accurately onto our bespoke system and GDPR is maintained at all times
- Ensure phone calls for other departments are transferred to the right person or correct department
- Ensure compliance process is followed at all times
Qualifications required for this job:
- GSCE level of education.
Skills:
- Excellent customer service skills
- Proficient in Microsoft Word and Outlook
- Confident speaking to customers on the phone and communicating with them via email
- Technical knowledge of motor vehicles (advantageous, but not essential)
Qualities:
- Teamwork – being part of a team and working in a collaborative way with others
- Demonstrate integrity
- Reliability
- Accountability
- Show initiative
- Problem solving
- Promote and support the company values
- Communication, able to engage people at all levels of an organisation
Languages
- English
Schedule:
Monday to Friday – 9am to 5pm
Saturday (1 in 4) 9am to 1pm
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