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Warranty Claims Lead

3 months ago

Hook, United Kingdom Cinch Cars Full time

April 04, 2024
- **Advert ID**:538933
- **Job Reference**:GP1022150HooWCL
- **Location**:Hook
- **Job Type**:Permanent

We're cinch. Our mission is simple - remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**Purpose of the role**:

- We provide customers a free 90-day warranty with their vehicle, through this we manage around 5,000 repair authority related actions on 1link per month, as well as some outside of 1link, which on average we aim to respond to within 15 minutes.
- The purpose of this role is to oversee the management of warranty and non-warranty vehicle repair requests, primarily via 1link but also direct with garages.
- To lead, coach and develop the Warranty Executives, providing an escalation point as required taking ownership of escalated authorisation cases, whilst demonstrating excellent negotiation & influencing skills.
- This role will support managing our vehicle repair costs, and reducing downtime on customers cars.

**Role Accountabilities**:

- The role holder will be responsible for the day to day management of repair/authorisation requests.
- Monitor & guide the warranty executives to ensure that claim/authorisation request qualification/verifying is relative & appropriate.
- Monitor & manage the agreed KPIs for claims management, and reporting as required.
- The role holder will be responsible for making the final decision on approving/declining claims within their authority limits, and reviewing claims above your authorisation limit and submit to Senior Management for approval (Together with your recommendation for next steps).
- Support the cinch Finance Team with reconciliation queries around repair costs.
- Deputise for the Technical Team Leader when required.
- Participate in supplier review meetings as required (Epyx/RAMP/EMAC etc).
- Monitor & follow up on outstanding repair requests/requests for information in order to minimize customer vehicle downtime.

**Knowledge and Experience**:
**Essential**:

- Problem solving skills
- Attention to detail
- Warranty knowledge
- An understanding of CRA2015
- Proficient in basic use of, Microsoft Office Suite products, including Word, Excel, Teams & E Mail programmes.
- Fully conversant in use, and functionality of 1link platform.

**Good to have**:

- Technical vehicle knowledge (Level 3 Vehicle Maintenance & Repair NVQ or equivalent preferred).
- Dealer experience.
- Understanding of the customer journey and the importance of delivering a great customer experience is essential.
- Excellent communication skills with a passion for finding solutions and a keen eye for next issue avoidance.
- Well-organised with excellent attention to detail and the ability to multi-task.
- Warranty claims handling.
- Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability._

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**Purpose of the role**:

- We provide customers a free 90-day warranty with their vehicle, through this we manage around 5,000 repair authority related actions on 1link per month, as well as some outside of 1link, which on average we aim to respond to within 15 minutes.
- The purpose of this role is to oversee the management of warranty and non-warranty vehicle repair requests, primarily via 1link but also direct with garages.
- To lead, coach and develop the Warranty Executives, providing an escalation point as required taking ownership of escalated authorisation cases, whilst demonstrating excellent negotiation & influencing skills.
- This role will support managing our vehicle repair costs, and reducing downtime on customers cars.

**Role Accountabilities**:

- The role holder will be responsible for the day to day management of repair/authorisation requests.
- Monitor & guide the warranty executives to ensure that claim/authorisation request qualification/verifying is relative & appropriate.
- Monitor & manage the agreed KPIs for claims management, and reporting as required.
- The role holder will be responsible for making the final decision on approving/declining claims within their authority limits, and reviewing claims above your authorisation limit and submit to Senior Management for approval (Together with your recommendation for next steps).
- Support