We partner with automotive manufacturers and retailers to strengthen their relationships with their customers. Through flexible retention solutions, we create positive motoring experiences that lead to increased loyalty and greater profitability.
EMaC is a great place to build a career and there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business – everyone wins.
We’re a proactive, can-do company. We strive to create a positive and happy environment where great ideas can flourish, empowering our people with the means, flexibility and opportunity to maximise their potential. We believe that everyone can make a difference.
We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.
Job Purpose:
The Maintenance Advisor is primarily responsible for supporting assessment of repairs submitted by the approved repair network of EMaC Maintenance Dept and carry out the supporting administration.
Advisors will be required to handle incoming calls from both client and end consumer providing a 1st class service via phone in conjunction with reviewing, investigating and responding to email enquiries reference repair submissions and warranty/maintenance procedures. All repairs should be assessed and approved in accordance with the terms and conditions of the policy purchased, reviewed and supported by our Maintenance Technicians and Advisors.
The role will require high quality administration, data input, quality checking and understanding of repair assessment. Repairs should be authorised, amended or rejected according to the guidelines.
Other administration will be required to support Service Plan, part of this role will be to act as secondary support to the EMaC support team, answering and managing calls, cases and processes relating to Service Plans including cancellations, transfers, service invoices & general enquiries.
Main Responsibilities:
* Providing exceptional service to the authorised repair network in relation to the EMaC maintenance & Service Plan product offering via telephone and email.
* Support consumers with repair requests, updates and changes to their policies, end to end via telephone and email.
* Ensure all repairs requests are completed in line with the guidelines of the policy.
* Manage the end-to-end resolution of a repair, including the management of consumer or client complaints.
* Providing high levels of quality data entry to support the administration of sale of our maintenance products.
* Supporting the department with the administration and correction of policy details.
* Record data as required into an online platform.
* Proactively find all relevant data and clearly identify the reasons for accepting, amending, or rejecting repairs.
* Liaise with the approved repair network personnel, along with policy holders and independent Advisors to support repair administration.
* Administer and review the necessary documentation to support the maintenance repairs.
* Accept and attempt to resolve enquiries from plan holders and the approved repair network.
* Participate in training / product information exchange.
* Provide secondary support to EMaC support services in processing calls/cases relating to Service Plan administration, including cancellations, plan transfers, service invoicing and general enquiries.
* Complete all work to a minimum quality requirement assessed by EMaC as well as within EMaC’s agreed SLA’s.
Other Duties:
* It is a requirement of this position that the post holder acts responsibly and complies with all policies and procedures as identified in the Company Handbook.
* To ensure that the status and image of the Company both internally and externally is always maintained.
* Communicate effectively between departments regarding the business both internal and external.
* Provide responses to emails daily to all members of staff and external queries.
* Monitor and provide support to customers/dealers where actions are required.
* Support new staff members with training where applicable.
All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements.
Knowledge, Skills and Experience:
* The ideal candidate will have demonstrable automotive warranty and/or service department experience. Other dealership or warranty relevant positions may be considered if experience is relevant to the role.
* High Level of Customer Service Experience.
* Self-motivated, flexible, and reliable.
* Have a growth mindset and embrace change.
* The ability to work well & remain calm with a professional approach under pressure, producing a high standard of work.
* Confident on approach.
* Ability to self-motivate.
* Ability to manage multiple system use.
* Comfortable with the autonomy of making decisions.
* General PC skills.
* Fast learner, to fit in with the busy office environment.
* Diligent and thorough.
* Extremely high attention to detail.
Personal Qualities: Ability to perform and deliver quality support to drive quality improvements & results in line with the company expectations.
Job Types: Full-time, Permanent
Benefits:
* Additional leave.
* Casual dress.
* Company pension.
* Cycle to work scheme.
* Discounted or free food.
* Free parking.
* Health & wellbeing programme.
* Life insurance.
* On-site parking.
* Private dental insurance.
* Private medical insurance.
* Sick pay.
Schedule:
* Monday to Friday.
Ability to commute/relocate:
* Crewe: reliably commute or plan to relocate before starting work (required).
Application question(s):
* How many years experience do you have in the automotive/warranty sector?
Education:
* GCSE or equivalent (preferred).
Work Location: In person
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