Technical Incident Manager – Birchwood
Responsible for the management of the Warranty Claims Team comprising of 15-20 people, providing the highest level of support to all our Corporate partners and their clients.
Main Job Missions
- Work within the business KPI’s and contractual SLA’s to check and process warranty claims files.
- Customer and Dealer service handling.
- European Roadside assistance.
- 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.
- Demonstrate integrity, reliability and accountability.
- 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 matters of importance.
- Promote a positive attitude amongst the team.
Qualifications required for this job
Hard skills
- Wide knowledge of claims management operations.
- Process development.
- Product management.
- Vehicle technical knowledge.
Soft skills
- Teamwork – work collaboratively.
- 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.
- Problem solving.
- Promote and support the company values.
- General PC skills & experience in MS Office.
Languages
- English
- Polish (desirable).
Benefits
- 25 days’holiday, increasing with service
- Extra day off for your birthday
- Opportunity to purchase additional holiday
- Company pension
- Life cover
- Critical illness cover
- Private medical insurance
- Enhanced maternity/paternity leave
- Free on-site parking
Interested in this vacancy ?
Apply today !
Apply
- Work within the business KPI’s and contractual SLA’s to check and process warranty claims files.
- Customer and Dealer service handling.
- European Roadside assistance.
- 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.
- Demonstrate integrity, reliability and accountability.
- 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 matters of importance.
- Promote a positive attitude amongst the team.
Qualifications required for this job
Hard skills
- Wide knowledge of claims management operations.
- Process development.
- Product management.
- Vehicle technical knowledge.
Soft skills
- Teamwork – work collaboratively.
- 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.
- Problem solving.
- Promote and support the company values.
- General PC skills & experience in MS Office.
Languages
- English
- Polish (desirable).
Benefits
- 25 days’holiday, increasing with service
- Extra day off for your birthday
- Opportunity to purchase additional holiday
- Company pension
- Life cover
- Critical illness cover
- Private medical insurance
- Enhanced maternity/paternity leave
- Free on-site parking
Interested in this vacancy ?
Apply today !
Apply