Senior Technical Specialist

This Senior Technical Specialist position presents an ideal opportunity for a skilled mechanic looking to transition into an office-based role. Leveraging your expertise in mechanical fault assessment and problem-solving abilities, you'll play a pivotal role in the claims process, assessing mechanical faults, determining appropriate courses of action, and providing essential support to internal teams and external stakeholders.
As a Senior Technical Specialist, you will play a pivotal role in the claims process, leveraging your expertise in mechanical fault assessment and excellent communication skills to provide exceptional service to clients and stakeholders. Your daily responsibilities will encompass a diverse range of tasks aimed at ensuring efficient claims resolution and maintaining high standards of customer satisfaction.
Key Responsibilities:
Mechanical Fault Assessment:

• Utilise your technical expertise to assess mechanical faults accurately.
• Identify the root cause of issues and determine appropriate courses of action for claims resolution.

Referral Point:

• Act as the primary point of contact during the claims process, providing guidance and support to internal teams and external stakeholders.
• Serve as a subject matter expert, offering insights and solutions to address complex claims scenarios.

Claims Assistance:

• Assist the Claims team in handling complex claims, offering technical insights and recommendations to facilitate efficient resolution.
• Collaborate closely with team members to ensure seamless coordination and timely resolution of claims issues.

Customer Service Excellence:

• Provide exemplary service to clients by delivering clear and concise information during inbound and outbound phone calls.
• Address customer inquiries and concerns promptly and professionally, striving to exceed their expectations at every interaction.

Complaint Resolution:

• Handle complaints and disputes in accordance with company guidelines, demonstrating empathy and diplomacy in resolving issues.
• Work diligently to find mutually satisfactory resolutions while upholding the company's standards and policies.

Escalation and Reporting:

• Liaise with senior team members to escalate complex claims and ensure appropriate actions are taken for resolution.
• Compile accurate and detailed reports documenting claim assessments, resolutions, and any pertinent findings.

Stakeholder Communication:

• Collaborate with stakeholders, including internal departments and external partners, to gather relevant information and facilitate the claims process.
• Communicate effectively with stakeholders to provide updates, address concerns, and maintain transparency throughout the claims lifecycle.

Qualifications and Skills:

• Bachelor's degree in a relevant field or equivalent experience.
• Strong technical knowledge and experience in assessing mechanical faults.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Exceptional customer service skills, with a focus on providing timely and effective solutions to clients.
• Proficiency in complaint resolution and dispute handling, with a commitment to resolving issues in a fair and equitable manner.
• Strong organisational skills and attention to detail, with the ability to prioritise tasks and manage multiple priorities effectively.

As a Senior Technical Specialist, you will have the opportunity to make a significant impact by leveraging your technical expertise and customer service skills to ensure the timely and effective resolution of claims. If you thrive in a fast-paced environment and are passionate about delivering exceptional service to clients, we invite you to apply for this opportunity.