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 Assessor is responsible for the detailed and accurate assessment of CTA repairs submitted by the approved repair network of EMaC Maintenance and carry out the supporting administration via various communication channels.
All repairs should be assessed and approved in accordance with the terms and conditions of the policy purchased, and the Maintenance Assessor will use their experience and technical vehicle knowledge to qualify these. Repairs should be authorised, amended or rejected in accordance with the product guidelines. The Maintenance Assessor will provide remote technical support for the plan holders and approved repair network on the correct repair submission and CTA procedures.
Main Responsibilities:
* Ensure full, concise diagnostics and quality control are completed on all repair requests, and to qualify the repair requests as handled by the wider EMaC Maintenance team.
* Liaise with all relevant parties and highlight to management areas for concern, opportunities to develop the processes and further reduce excess repair costs.
* Liaise with the approved repair network personnel at all levels, along with policy holders and independent assessors to support repair administration.
* Supporting and developing the EMaC Maintenance product offering.
* Providing knowledge, expertise, and support to the EMaC Maintenance team by sharing technical guidance and experience.
* Work with EMaC Operational supervisors and management to continuously improve EMaC’s CTA offering.
* Collaborate with the EMaC Commercial team to support the business’ CTA strategy.
* Record data as required into an online computer application (training provided).
* Proactively find all relevant data and clearly identify the reasons for accepting, amending, or rejecting repairs.
* Administer and review the necessary documentation to support the CTA repairs.
* Accept and attempt to resolve enquiries from plan holders and the approved repair network.
* Participate in training / product information exchange with appropriate data sources.
* 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.
Knowledge, Skills and Experience:
* The ideal candidate will have a background as a vehicle technician, vehicle mechanic or workshop controller, with demonstrable automotive warranty and technical 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.
* General PC skills.
* Fast learner, to fit in with the busy office environment.
* Attentive to detail.
* An understanding of EMaC’s Operational practices, metrics, and general procedures is preferred but not essential.
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 of experience do you have in the automotive/warranty sector?
Education:
* GCSE or equivalent (preferred).
Work Location: In person.
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