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Commercial Warranty Claims Engineer

  • Location:

    Croydon, Surrey

  • Sector:


  • Job type:


  • Salary:

    £25000 - £28000 per annum

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


Job Description

Commercial Warranty Claims Engineer

Salary- £25,000-£28,000
Location- Croydon

Objective of the role

To provide a professional, efficient and proactive warranty claims service, reflecting the brand values of our clients


37.5 hours per week (09:00 to 17:30). Due to the nature of this position, hours may vary in line with business needs

Claim assessment
" To ensure that the warranty claim is valid and that all criteria is met in line with the Approved Warranty programme standards and Terms and Conditions of cover (to include passenger cars, smart and commercials vans).
" Assess claims in a timely manner and ensure Department and Client objectives are met.
" Approval of valid claims using both internal and manufacturer systems to validate parts and labour claimed
" Register all conversations and details of the claim onto Allianz Global Assistance in house and /or client computer system database
" Effectively communicating both negative and positive outcomes of a claim with claimants ensuring a fair outcome.
" Check and validate any other relevant factors towards claim costs using available systems
Telephone response
" Handle all incoming and outgoing calls in a polite, efficient and proactive manner, in line with the department service levels and company standards
Claims Department Administration
" Ensure Dealers are adhering to agreed claims procedures and self- authority claim limits
" Organising/Saving warranty claims/images/documents to the relevant Brand document files
" To reply to all correspondence (letters/emails) within defined time scales, ensuring the departmental standards are adhered to, liaising with Customer Support if required
Scheme Management
" Team responsibility to ensure claim payments are made within department time scales, and for scheme and dealer claims performance
" To assist the field based auditor with any claims queries and relevant documents
Additional Duties
" Carry out any additional duties as requested by the Claims Manager

Essential evidence of experience within the following areas:

Education / Training / Qualifications:
City and Guilds Motor Vehicle Technician or equivalent (NVQ, AQA, IMI certification)
Full current & clean UK driving licence

Specialist skills / knowledge:
Thorough knowledge of motor vehicle warranty and sound technical knowledge
Good commercial focus and understanding of automotive warranty
PC Literate with practical working knowledge of MS packages
Excellent telephone manner and written correspondence
Self-motivated, Organised with strong administration skills
Ability to work effectively within a team

Strong interpersonal skills and ability to communicate confidently with dealers, clients, customers and suppliers
Adaptable to changing situations and ability to be flexible when meeting varying work requirements
Ability to work effectively under pressure and meet strict deadlines
Committed to the ethos of service excellence
Ability to build and maintain relationships at all levels, using diplomacy when required

Education / Training / Qualifications:
Member of the Institute of the Motor Industry or similar body

Specialist skills / knowledge
Previous experience of working within a warranty department, dealership experience or front of house
Warranty Product knowledge experience and understanding of systems


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