Job Title : Warranty Training and Support Co-ordinator
Location : UK-Surrey-Croydon
Overview : Objective of the Role
Objective of the Role
To establish and develop relationships, deliver training and support within our automotive client s dealer networks. To provide account and project support to the Client Account Manager to ensure delivery of customer centric and value adding services for our clients and their dealer networks.
Warranty is a key element of our client s "approved used" car programme and this role will help deliver product and system knowledge to their dealer networks in order that they can discuss the warranty with their customers, register the warranty on our system and make claims against it.
Sixteen hours a week flexible to the make-up of these hours. However, due to the nature of this role hours may vary in line with the needs of the business.
Responsibilities : Main Responsibilities
Communication / training skills
To be an excellent Warranty Training & Support Co-ordinator, you need to communicate with our clients and their dealer networks.
The ability to deliver sometimes complex warranty information in a clear, concise manner is imperative. Training needs to be delivered in a positive and friendly manner which is key to build rapport with dealership staff.
It s your responsibility to ensure that you provide the support and coaching to enable the dealer network to grow and develop within their roles and to guide those who require additional support in using our administration and claims platform.
Attention to detail
The report preparation and analysis of this role means you must have a keen eye for detail. This is imperative as some reports are sent to our clients.
Our service is one of our key differentiators from our competitors. You need to deliver great service in every aspect of your job.
We need you to make sure that you are really committed to delivering exceptional service at every stakeholder touch-point.
You need to feel empowered to do what is best for the stakeholder, whilst always within the terms and benefits of our policies and procedures.
You need to be pro-active and always focus on what you can do, not what you can t do in any stakeholder interactions.
You need to ensure that any advice provided is in adherence with existing and new regulations as defined by the Financial Conduct Authority and other regulatory bodies.
Market Insight / Knowledge
It s your responsibility to have a clear sense of the warranty market and how it affects the business.
You will need to have a thorough understanding of all our warranty related products and the systems used across multiple disciplines, Sales, Administration and Claims
Ensure that you are kept updated of all product, service or technical developments or changes
Take an active interest in industry and market warranty and wider automotive activities and developments
To ensure the timely completion of all administration tasks :
Maintain training administration logs
Prepare management reports by collecting, analysing, and summarising information
Respond to incoming email and phone enquiries in a timely fashion
Review and validate management reporting
Analyse data and provide overviews
Attend team meetings and share best practice with colleagues
Evidence of experience within the following areas :
EDUCATION / TRAINING / QUALIFICATIONS
Educated to the equivalent of GCSE standard or above
SPECIALIST SKILLS & KNOWLEDGE
Organised and have good problem solving skills
Strong experience of handling complaints in writing and over the phone
Good report writing skills
Understands the importance of good customer service delivery
A good knowledge of outlook, excel and word
Good communicator and be able to form relationships with a variety of people at all levels both internal