Technical Support Assistant

This is the job

Job Title: Technical Support Assistant
Location: Remote
Salary: £37,000
Term: Permanent

To provide our customers with a world class claims service by ensuring that their claims are assessed quickly, and if valid are settled in the shortest possible time.

The Engineering Team deal with all aspects of both Insured and Third-party motor inspections, using state of the art technology to receive and audit estimates prior to authorising repairs to their Approved Repairer Network as well as Customer Nominated Repairers. The Engineers also inspect and deal with all total loss claims.

Support is given to all aspects of the business by the team to assist in the claims process for both insured and third party to expedite settlement and minimise costs.

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What will I be doing?

• Provide support to the Customer Support Manager by ensuring delivery of own performance against agreed objectives, KPI’s and SLA’s
• Assess, negotiate and authorise vehicle damage repair estimates using in-house image and Audatex estimating systems
• Assess and negotiate vehicle total loss settlements, categorise vehicle salvage as per the ABI code of practice and settle the claim with the customer
• Maintain knowledge in specialist area to improve understanding of technical issues
• Preparing and delivering case technical decisions and solutions to the customer / claims team, in line with agreed processes at designated authority level
• Monitor performance of Approved Repairers, recognising potential areas of improvement and relationship building/liaison
• Manage customer expectations and potential problems, preventing escalation into complaints
• Treat our customers fairly and ensure that the customer receives world class customer service in accordance with industry and company guidelines
• Support cost, service and process efficiency projects across the team, as well as participating in departmental projects

What do I need?

• Good working knowledge of motor vehicle construction and modern repair techniques
• Member of either IMI, IRTE or IAEA
• Must have ATA VDA accreditation and working towards IAEA Salvage AQP
• Motor Claims knowledge including a basic understanding of insurance principles
• Good working knowledge of computerised damage estimating systems, including Audatex
• Good spoken and written communication skills
• Accuracy and attention to detail
• Positive and self-confident approach when dealing with our customers
• Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers
• Ability to work well under pressure, meet deadlines and where required be able to use own initiative
• PC literate with good administrative skills

Additional Information

By applying for this position, you acknowledge that there may be potential changes to the terms and conditions of your employment contract. For more information regarding your employment contract, please contact HR Shared Services at [email protected].