Warranty Claims Manager

Warranty Claims Manager required for this well established and highly successful Global Organisation based in London and surrounding areas.

Salary: £36,000 – £42,000depending on experience
Working Hours: 35 hours per week, Monday to Friday

To lead and manage the activity of the claims department to ensure the quality and standards required by the clients and Allianz Global Assistance are fully realised and that all targets are achieved.

Performance Management
Monitor and record productivity statistics to ensure that the team and individual performance standards are achieved.

Claims Assessments
First line arbitration of warranty claim disputes between the department and dealers or customers. Approve and process claims that are over predetermined approval limits. Assist the team, as appropriate, to maintain claims processing within agreed timescales.

Claims Auditing
Conduct auditing of dealers to a programme agreed with each client. Conduct internal audits of claims processed by technicians on a monthly basis.

Claims Administration
Ensure that department staff and dealers are adhering to agreed procedures and self-authority limits. Consult with dealers, account managers and warranty field managers concerning incorrect AUC and extended warranty claims submission errors and disputes. Review self-authority limits on a six monthly basis and formally advise dealers, account managers of any changes.

Correspondence
Reply to customers and dealer correspondence within agreed timescales and in a manner to fully address all concerns

Scheme Management
Monitor scheme performance and identify opportunities on a technical level to minimise costs. Review most common failures for contribution discussions with the head of warranty claims, client and underwriters.

Client Liaison
Attend regular review meetings with clients warranty managers. Organise and host dealer presentation/training days with the warranty field managers/client warranty managers.

Warranty Administration
Identify any warranty registration irregularities that could have a detrimental financial impact upon the warranty schemes. Work with the warranty administration and sales departments to assist in maximising sales opportunities.

To carry out any additional duties as requested by the Head of Warranty Claims.

Essential:
Well presented at all times and in-line with working within a corporate environment

Education / Training / Qualifications

Essential:
English & Maths GCSE or equivalent
Completed a City & Guilds, B Tec or NVQ Level 3 or above in Motor Vehicle Engineering, or equivalent
Current driving licence

Special skills / Knowledge

Essential:
Excellent call handling ability
Timely and accurate keyboard skills
Excellent geographical knowledge
Sound technical / product knowledge
Excellent spoken and written communication
Excellent organisational skills
Sound knowledge and technical ability of MS Office 2010, including Word, Excel, Outlook and Access to an intermediate level

Experience

Essential:
Previous experience of dealing with technical warranty claims
Proven experience of managing difficult situations in a technical environment
Proven track record of being flexible and able to work on own initiative
Proven record of working to extremely short deadlines at times
Proven track record of managing a technical team including performance management, effective day to day management
Experience of building and developing client relationships and managing expectations
Proven experience of managing customers and staff expectations

Desirable:
Experience of managing and maintaining department costs within agreed budgets, including budget forecasting
Experience of resource planning to ensure client expectations are met