Company descriptionLocation: RemoteSalary: £37,000Term: PermanentTo provide our customers with a world class claims service by ensuring that their claims are assessed quickly, and if valid are settled in the shortest possible time.The Engineering Team deal with all aspects of both Insured and Third-party motor inspections, using state of the art technology to receive and audit estimates prior to authorising repairs to their Approved Repairer Network as well as Customer Nominated Repairers. The Engineers also inspect and deal with all total loss claims.Support is given to all aspects of the business by the team to assist in the claims process for both insured and third party to expedite settlement and minimise costs.What will I be doing?Provide support to the Customer Support Manager by ensuring delivery of own performance against agreed objectives, KPI’s and SLA’sAssess, negotiate and authorise vehicle damage repair estimates using in-house image and Audatex estimating systemsAssess and negotiate vehicle total loss settlements, categorise vehicle salvage as per the ABI code of practice and settle the claim with the customerMaintain knowledge in specialist area to improve understanding of technical issuesPreparing and delivering case technical decisions and solutions to the customer / claims team, in line with agreed processes at designated authority levelMonitor performance of Approved Repairers, recognising potential areas of improvement and relationship building/liaisonManage customer expectations and potential problems, preventing escalation into complaintsTreat our customers fairly and ensure that the customer receives world class customer service in accordance with industry and company guidelinesSupport cost, service and process efficiency projects across the team, as well as participating in departmental projectsWhat do I need?Good working knowledge of motor vehicle construction and modern repair techniquesMember of either IMI, IRTE or IAEAMust have current ATA VDA accreditation and working towards IAEA Salvage AQPMotor Claims knowledge including a basic understanding of insurance principlesGood working knowledge of computerised damage estimating systems, including AudatexGood spoken and written communication skillsAccuracy and attention to detailPositive and self-confident approach when dealing with our customersAbility to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customersAbility to work well under pressure, meet deadlines and where required be able to use own initiativePC literate with good administrative skillsWhat's in it for me?We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:23 days annual leave plus bank holidaysWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
