Automotive) Customer Service Lead
Location: Birchwood Office, Warrington, UK
Salary: £26,000 per annum
Hours: 35 hours per week
About the Role
You will be responsible for managing mechanical breakdown claims in accordance with policy terms, internal procedures, and company standards. You'll provide high-level technical support, maintain strong relationships with repairers and dealer partners, and deliver exceptional customer service.
This role requires a solid understanding of how cars work and familiarity with key vehicle components.
Key Responsibilities
Claims Assessment & Processing
Review and evaluate incoming claims (online and via email).
Authorise or decline claims based on policy terms (claims authority up to £700 / €800).
Accurately record outcomes, notes, and supporting information in internal systems.
Check documentation for completeness and consistency (e.g., customer details, vehicle ID, Carflex data).
Customer & Partner Communication
Provide excellent service to customers, dealer partners, and repair networks.
Handle technical queries and maintain productive relationships with repair workshops.
Deliver clear, professional communication throughout the claims journey.
Teamwork & Continuous Improvement
Promote a positive team culture and address negativity proactively.
Support colleagues within the Claims team and other departments as needed.
Contribute to ongoing improvements to processes and workflow.
Shift Pattern
Rotating monthly shifts:
8:00am - 4:00pm
9:00am - 5:00pmBreaks:
1-hour unpaid lunch
10-minute morning break
10-minute afternoon break
Candidate Requirements
Technical Skills
Good understanding of how a vehicle functions and knowledge of car parts.
General mechanical knowledge (formal qualifications an advantage but not essential).
Strong PC skills, including MS Office.
Product training provided for those without a technical claims background.
Soft Skills
Strong teamwork and collaboration abilities.
Excellent listening and empathy skills.
Integrity, reliability, and accountability.
Initiative and effective problem-solving skills.
Positive attitude that supports company values.
Languages
English (essential)
French or German (highly desirable but not mandatory)
Employee Benefits
Financial & Insurance Benefits
Death in Service: 4× salary (from day one)
Critical Illness Cover: 2× salary (from day one)
Healthcare
Private Healthcare after successful completion of 6‑month probation.
Discounts & Allowances
Employee discount on warranty products (after 6 months).
Pension
Auto-enrolment pension after 3 months:
5% employee contribution
3% employer contribution
Holiday & Work-Life Benefits
25 days annual leave, rising to 27 with length of service
Birthday day off
Buy additional annual leave scheme
Enhanced Maternity & Paternity pay
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
