Vehicle Claims Advisor

Company Description

AutoProtect Group is a leading commercial partner for automotive retailers, offering award-winning warranties, insurance products, and compliance services. The company provides innovative F&I software solutions and market-leading cosmetic repair services tailored for the automotive market. AutoProtect supports hundreds of thousands of drivers across the UK and Europe through a trusted network of retail and dealership partners. With an "Excellent" rating on Trustpilot based on over 11,000 reviews, AutoProtect is recognized for its commitment to customer satisfaction and quality products.

Role Description

This full-time on-site position as a Vehicle/ Technical Claims Advisor is based in Harlow. The role involves processing and managing vehicle claims efficiently while maintaining high standards of customer service.

Key responsibilities include assessing claims, communicating with customers and third parties, and ensuring compliance with insurance and company policies. The advisor will be tasked with delivering prompt resolutions and maintaining a smooth claims process to enhance the customer experience.

Qualifications

• Strong skills in Communication to handle customer inquiries and provide clear updates.
• Expertise in Claims Handling and Claims Management to ensure efficient processing and resolution of claims.
• Knowledge of Insurance and Insurance Claims processes to maintain compliance and accuracy in service delivery.
• Strong organizational skills and attention to detail.
• Proficiency with relevant software and a proactive approach to learning new systems.
• Ability to work collaboratively within a team and autonomously to meet deadlines.
• Previous experience in a customer service or claims-related role is an advantage.

The role

The key responsibilities you could be looking after include:

• Provide accurate claims advice across a variety of products and the processes involved within your handling limit
• Other reasonable duties as required.
• Resolve claims across a variety of platforms, telephone, email and online
• Collect accurate information and documents to proceed with a claim remaining within Average Claims Spend
• Understanding our various customers’ requirements and working with them to ensure they are properly dealt with
• Maintain company service levels and deliver on set KPI’s
• Consider and validate High Value Claims in accordance with AP referral process
• Provide technical advice and support to the Claims Team
• Provide support to the Sales team by providing accurate and timely information
• Provide professional and friendly service
• Ensure fair settlement of a valid claim
• Service in accordance with industry and company guidelines
• Handle any complaints associated with a claim as per the complaints process and carry out any Manager Call backs
• Manage all administration aspects of the claim including exception reports

Our ideal candidate

• Excellent interpersonal and customer service skills
• A high level of literacy and numeracy
• Active listening skills
• Initiative and the ability to adapt quickly to different situations
• Good written and oral communication skills
• Ability to work effectively under pressure both within a team or on own initiative
• Good planning and organizing skills with the ability to prioritise

Essential Knowledge and Experience

Essential:

• Comprehensive Motor Vehicle Technical knowledge i.e. repairs, maintenance and diagnostics
• Microsoft Office including Word and Excel
• Good understanding of voice/soft skill
• Technical qualification such as City and Guilds NVQ in relevant subject

Salary and hours

Pay: £32,000.00-£34,000.00 per annum

Hours: 38.8 per week / Monday to Friday 09:00 - 17:30pm / 1 in 3 Saturdays 09:00am - 13:00pm (Included in salary)