Technical Incident Manager

• Work within the business KPI’s and contractual SLA’s to check and process warranty claims files.
• Customer and Dealer service handling.
• Subscription, claims and accounts administration.
• Manage technical relationships with main dealer workshops and repairers.
• Inform and manage customer & repairer communications.
• Complaints management.
• Actively participate in the improvement of the claims process.

Key activities

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.
• Check claims and authorise as appropriate within the terms and conditions.

TELEPHONY

• Answer inbound calls, identify the caller need and provide relevant information or transfer calls appropriately.
• Give clear and understandable explanations for claim validations.
• Support staff on challenging calls.

ACCOUNTS ASSISTANCE     

• Ensure all payment requests are followed to conclusion.

COMPLAINTS

• Attempt to resolve complaints and escalate where necessary.
• Log all types of dissatisfaction.

TEAMWORK

• Represent your team in weekly meetings and communicate any matters of importance.
• Promote a positive attitude amongst the team.

HARD SKILLS

• Wide knowledge of claims management operations.
• Process development.
• Product management.
• Vehicle technical knowledge.

SOFT SKILLS

• Teamwork – work collaboratively and promote a positive attitude.
• Ability to listen to and empathise with customers.
• Demonstrate integrity, reliability and accountability.
• Show initiative.
• Problem solving.
• Promote and support the company values.
• General PC skills & experience in MS Office.

LANGUAGES

• English
• French (not essential)