Job Title - Customer Claims Technician

Department – Warranty

Location – Croydon – Hybrid

Salary - £33,021.15

Bonus - £1,545 performance bonus

The role:  

Working on behalf of a number of automotive manufacturers, you will be responsible for the handling of Warranty and Serviceplan claims via our online claims portal.  You’ll be in direct communication with our client’s retailer 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 be responding to inbound and outbound calls from retailers, customers and internal teams to provide technical expertise and support

You 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.

You will work collaboratively with others to achieve the Allianz Partners Vision and Mission

Hours:  

Based on a 37.5 hour week, covering shifts between 9am and 5.30pm, Monday to Friday.

You 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:

• 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 Maths

Staff Benefits

You 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, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our 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 Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

We 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 legal advice

About Allianz:

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.