Job Description
* £37,000 (pro rata)
* Maternity cover : 6 - 12 months
* Near Epsom, Surrey (location is most easily reached by own transport)
* Hybrid working (3 days a week in the office)
* ASAP start
* Generous benefits package (Pension, Birthday voucher, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday (pro rata) + all bank holidays)
TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)
We have an exciting opportunity for a Warranty Claims Coordinator to join the team on Maternity Cover for 6-12 months. You will be a member of the Warranty Support Team managing Warranty Operations, Claims & Audit functions.
This role sits within C&NS - in line with the wider business ambition to do business the way customers love, C&NS provides support to customers and our dealer network. This includes supporting & providing world class warranty product support, audit controls & associated technical services to the Network.
What you’ll be doing:
* Reporting directly to the Warranty & Audit Team Leader, the role is to process Warranty Claims, Prior-approvals (PARFs) and Compass cases in a timely manner and in accordance with Toyota/Manufacturer Policies & Procedures.
* This is achieved through claim assessment, analysing & evaluating claim data and validating supporting evidential documents submitted by Dealers.
* If required, support an audit programme, taking appropriate on-site & desk-based actions to support, train and improve the dealer individual performance and in line with governance, policy and business objectives.
* Assist with the identification, creation and publishing of Warranty bulletins and information to support the Network with Warranty activities, governance and policy.
Warranty Team Purpose:
* Timely processing and payment of network claims and PARFs
* Communicate clearly & effectively with Network Partners with regard to supporting related queries.
* Liaise with TME Warranty Teams on TMC warranty policies & procedures. Share easy to understand explanations & best practice with the Network.
* Identify possible candidates for future audit consideration.
You will:
* Be in direct communication with the Toyota & Lexus Network from technician & after sales personnel, to Service Manager; supporting the warranty claims process, resolving warranty claim queries to enable the efficient payment of claims.
* Identify new trends and warranty concerns to Line Management and share ideas for addressing.
* Work to achieve SLAs & KPIs.
Skills and Behaviours:
Essential
* Technically aware or have aptitude to develop new skills
* Customer handling skills and negotiation
* Network facing skills
* Strong interpersonal and communication skills (verbal and written)
* Compass case handling
* Confident in communicating with customers and internal stakeholders
* Excellent time management
* Passionate about mobility
* A willingness to change and adapt, as technology advances and business changes
* Collaborative, helping others to achieve results, drive change
* Good attention to detail, presenting accurate information to ensure efficient repairs and quality reporting
* Be passionate about helping to support our customers
Desirable
* Warranty Systems
* Experience of working for an automobile manufacturer or dealer
* Technical qualifications
* Audit experience
* AS400 knowledge
* Comfortable explaining complex information
* Empathy and understanding