Customer Claims Technical Support Co-ordinator

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Customer Claims Technical Support Co-ordinator

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Job Title: Customer Claims Technical Support Co-ordinator

Reporting to: Head of Warranty Claims

Department: Warranty Operations – Hybrid Working

Objective of the Role

To provide frontline support to the warranty claims team on behalf of multiple automotive manufacturers Approved Used car and insured warranty programmes. The role involves direct communication with retailer networks and customers to assess and validate warranty-related enquiries, ensuring all claims comply with the eligibility criteria outlined in the terms and conditions of the Approved Used and Insured Warranty programmes. Delivering a professional, empathetic, and proactive service experience is critical to achieving fair and positive customer outcomes in alignment with Consumer Duty principles.

The role requires a comprehensive understanding of standard operating procedures, warranty policy terms and conditions, and relevant processes within Warranty operations, including Sales and Administration, to maintain high-quality service delivery.

Main Duties

• Handle warranty and service plan-related enquiries and transactions via inbound/outbound calls and online claims administration platforms.
• Ensure all calls are handled in accordance with Consumer Duty principles, delivering fair, transparent, and customer-focused outcomes.
• Provide accurate and timely information to retailers, customers, and internal teams regarding warranty coverage and claim procedures.
• Deliver a professional, empathetic, and proactive service experience, ensuring adherence to company policies and the principles of Treating Customers Fairly.
• Ensure all customer interactions align with contractual obligations and contribute to delivering exceptional customer experiences.
• Collaborate effectively with colleagues to support the Allianz Partners Vision and Mission.
• Respond to retailer and customer emails, ensuring all activities are logged and tracked via internal workflow systems.
• Use sound judgement and customer service expertise to manage each call efficiently, ensuring timely resolutions.
• Proactively monitor call volumes to support colleagues, ensure service levels are maintained, and keep customers informed, delivering within agreed timeframes.
• Escalate complex or high-risk complaints to senior supervisors, providing clear, objective, and comprehensive information to support resolution
  
  

• To ensure that your work area is kept safe and tidy at all times.
• To abide by the Health & Safety Work Act 1974.
• To notify your Supervisor / Manager of any Health & Safety issues which may cause harm to fellow employees.
  
  

• To advise your Manager of any areas of work which you feel require you to receive additional training.
• Be available for training on new schemes and skills as required.
  
  

• To work as a member of a team within the quality system and follow all documented quality procedures and instructions.
  
  

• To work towards achieving 100% on all individual objectives and those set for the department.
  
  

• To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Financial Services and Insurance

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