Maintenance Assessor

**Job summary**:
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.
- 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.
- 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**
- 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 understand of EMaC’s Operational practises, 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.

Pay: £29,260.00-£31,350.00 per year

Additional pay:

- Commission pay

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Crewe CW1 6GU: reliably commute or plan to relocate before starting work (required)

**Experience**:

- vehicle assessment : 2 years (preferred)
- Cosmetic, tyre and alloy assessing: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Crewe CW1 6GU