Customer Claims Technician

Job Description

* Claims* Warranty* AutomotiveLOCATED IN CROYDON, HYBRID ROLEThe role: As a Customer Claims Technician you will be working on behalf of a number of automotive manufacturers, you will be responsible for the handling of Warranty and Serviceplan claims via an online claims portal. Youll be in direct communication with the clientsretailer network, supporting the warranty claims process from start to finish. You will have the overall responsibility to approve or decline a claim, based on information received, your technical expertise and the terms of the warranty policy. You will beresponding to inbound and outbound calls from retailers, customers and internal teams to provide technical expertise and supportYou will provide a professional and proactive approach in assessing claims in-line with the principles of treating customers fairly and adhering to company procedures.Your aim will be to deliver outstanding experiences to customers each and every day in-line with our business partners contractual agreements.Customer Claims Technician hours: Based on a 37.5 hour week, covering shifts between 9am and 5.30pm, Monday to Friday.Customer Claims Technician will:* Ensure the warranty claim is valid and that all criteria is met in-line with the Approved Used Warranty programme terms and conditions* Using your exceptional customer service skills, you will proactively manage each claim and ensure our customers are dealt with in a timely and cost effective way* Monitor the claim to ensure services are delivered at the agreed time and that your customer is kept fully updated* Handle all incoming calls in a polite, efficient and proactive manner* Ensure retailers are adhering to agreed claims procedures and self-authority claim limits* Identify and initiate potential recoveries from 3rd parties* Ensure that all product and technical knowledge is applied and you maintain your knowledge relating to the automotive brands you represent* Share with your colleagues any product or technical developments and issues that you have been made aware of* Handle all regulated complaints within the FCA complaint guidelines* Where possible and within your authority limits, manage co conclusion including resolution. * Provide objective reports of events when required, ensuring the case is highlighted to your manager when necessary.About you, the Customer Claims Technician:* You will have a thorough understanding of motor vehicle technology* Technical qualifications equivalent to City and Guilds Motor Vehicle Technician* Thorough knowledge of motor vehicle warranty and sound technical knowledge* Computer literate with practical working knowledge of MS packages* Excellent communication skills both verbally and written (emails/correspondence)* Confident interpersonal skills with the ability to communicated with retailers, clients and customers* Previous experience of working within a warranty department would be an advantage* Educated to GCSE standard or equivalent, including English and MathsStaff BenefitsYou will receive excellent training for this role as we are dedicated to Achieving Excellence Through Learning. You are always encouraged to bring your ideas and highlight any areas for improvement in processes.In exchange for your expertise, experience and enthusiasm, our client will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.Our client will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on company products, as well as vouchers and discounts for high street and online retailers. You will alsobenefit from company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months probation, Corporate Social Responsibility and an Interestfree season ticket loan after probation.Our client also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legaladvice.About our client:They are one of the most trusted insurance and asset management companies in the world. Caring for employees, their ambitions, dreams and challenges, is what makes them a unique employer. Together you can build an environment where everyone feels empoweredand has the confidence to explore, grow, and shape a better future for customers and the world around us.Altitude-Recruitment Ltd acting as an employment agency and an employment business.