Are you an experienced customer support candidate with an interest in vehicles and car parts? We are looking for someone to deliver high-quality telephone-based customer service, efficient administration of case management and decision-making? The role will focus on overseeing mechanical-breakdown cases, supporting customers, repairers and dealers, and ensuring smooth, compliant and timely handling of all automotive-related claims incidents across UK operations. 35 hour working week and no weekends!
Key Responsibilities
*Assess, validate and process mechanical-breakdown and warranty claims in line with contractual and technical guidelines
*Communicate clearly with customers, repairers and dealer partners to gather information, explain decisions and progress cases
*Manage inbound telephone and email enquiries, providing accurate technical support and excellent customer service
*Ensure all incident data is correctly logged, compliant, and maintained to the highest standards of accuracy
*Make informed authorisation decisions by reviewing diagnostics, estimates and repair documentation
*Monitor and manage active cases to meet SLA and KPI requirements, ensuring swift resolution and positive customer outcomes
*Handle complaints professionally, resolving issues where possible or escalating when required
*Support continuous improvement initiatives to enhance claims processes, communication flow and service quality
*Collaborate effectively with colleagues across operations, customer service and partner networks
*Contribute to maintaining a positive, customer-focused environment within the technical team
Requirements
*Some general knowledge of motor vehicles and parts is needed to assess automotive breakdowns and claims - for example, even if this has been gained by restoring a classic car, we would like you to apply.
*Strong PC and IT skills, comfortable using office software and telephony systems
*Excellent communication skills, both written and verbal, with empathy and a customer service focus; able to manage complex conversations with customers, dealers and repairers
*High levels of reliability, integrity and accountability, particularly when handling sensitive customer and contract data or financial processing
*Ability to work independently and collaboratively within a team, adhering to company procedures, service levels and SLAs while managing multiple claims and requests simultaneously
Benefits
*25+ days’ holiday (increasing with service)
*35-hour working week
*Company pension
*Private medical and life insurance
*Enhanced maternity/paternity leave
Recruitment Note
Due to high application volumes, we may not be able to respond individually. If you have not heard from us within 5 days, please assume your application has been unsuccessful. All CVs are reviewed carefully and may be considered for future suitable roles.