Automotive Technical Support Specialist

3 weeks ago

Glasgow, Glasgow City, United Kingdom Direct Line Group Full time

At Direct Line Group, we're shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It's not just what we do; it's how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It's hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they're helping us transform the industry we lead.

As part of this, we're recruiting for an Automotive Technical Support role.

The Role

As an Automotive Technical Support professional, you will provide real-time automotive technical support to internal and external customers, reducing cost to serve by driving repair rate capability by:

  • Driving the success of Phone Fix in the Rescue Service Delivery Contact Centres
  • Driving UK-wide improvements in Roadside Repair rate with roadside technicians working on behalf of Green Flag.
  • Supporting Green Flag patrols with real-time technical support and advice.

Key Responsibilities

  • Operate as an integral part of the Green Flag Phone Fix process, answering demand from the Rescue Service Delivery Contact Centre Advisor population in Leeds and Glasgow, connecting to customers in identified Phone Fix incidents, providing real-time over-the-phone diagnostic questioning and appropriate advice to the customer and Advisor.
  • Be the first point of call for all Roadside Technicians requiring automotive technical assistance to lead and aid in the swift resolution of vehicle faults through the use of automotive technical information and databases combined with extensive automotive mechanical and electrical diagnostic and repair experience and knowledge.
  • As a technical information author, lead the design and development of a technical information platform which can be accessed both internally by ATSE's and externally by Roadside Technicians in a read and write capacity.
  • Provide both validation and governance in the assessment of technical information received from Roadside Technicians ahead of publishing on the Technical Information Platform.
  • Assist the Service Delivery Contact Centre management teams in the development and roll out of vehicle awareness training modules and experiences.
  • Work autonomously and with minimal supervision to ensure world-class Automotive Technical Support to internal and external customers and strive through a continuous improvement approach to develop a Green Flag Technical Centre of excellence.

What We Offer

We offer a range of benefits to suit your lifestyle, including a 9% employer-contributed pension, 50% off home, motor and pet insurance, and additional optional Health and Dental insurance. We also offer an EV car scheme, a Buy as you earn share scheme, and employee discounts and cashback.

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