White Raven Resourcing Ltd
Customer Claims Advisor
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Job Title
To take charge of the processing of individual warranty claims for mechanical breakdown or MOT failure in line with the corresponding policy coverage and in compliance with the internal procedures defined by the company.
Responsibilities
- Assess/Re-assess each incoming warranty claim under the value of £700.00 (subject to changes in inflation and company policy) and ensure that it is either authorised or declined in line with the policy terms and conditions
- Contact (both via phone and email) any dealership or policy holder as required to get to the right decision as well as being able to effectively communicate the reason for any potential decline.
- Provide the highest level of service to policy holders, dealerships and our corporate partners, by adhering to company policy regarding communication.
- Record ALL information relating to each claim or policy in our claim management system including the claim decision while complying with GDPR regulations
- Support the Incident Managers and Technicians as required
- Comply with ALL contractual SLA’s
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Requirements
Required
- IT - General PC Skills and experience of using Microsoft office applications
- General Knowledge - Basic knowledge of motor vehicles
- Communication - Capability to communicate feedback, opinions, or ideas in a clear and understandable manner with colleagues and clients, choosing the appropriate messages and considering the situation and/or audience.
- Planning/Organization - Efficient time management, to organise work to meet specific objectives and SLA’s.
- Teamwork - Working with other people, including colleagues, supervisors, and senior management, in a coordinated and collaborative way to reach individual and collective targets.
- Problem Solving - Acting efficiently in problematic situations, identifying the causes of the problem and applying the appropriate measures to solve them and minimise their impact
- People Skills - Be able to actively listen to, and empathise with customers and colleagues alike, while demonstrating integrity, accountability and reliability
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Desirable
- Product Knowledge - Knowledge of current UK warranties and their terms and conditions
Benefits
- £24,400 annual salary
- Hours: 9am to 5pm (with a one-hour unpaid lunch break) = 35 hours per week, Monday to Friday
- Death in Service @ 4x salary from day one
- Critical illness @ 2 x salary from day one
- Private Healthcare upon successful completion of 6-month probationary period
- Employee discount on warranty products after successful completion of 6-month probationary period
- Auto-enrolment Pension after 3 months, 5% employee contribution, 3% employer contribution
- Additional benefits – 25 days holiday rising to 27 with length of service. Additional birthday day off + Buy annual leave scheme
- Enhanced Maternity & Paternity pay
- 1 month notice period after successful completion of probationary period.
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