Technical Incident Manager

Our client, a distinguished leader in mechanical breakdown warranties, roadside assistance, and vehicle maintenance contracts with over 40 years of industry experience operating across nine European markets, is seeking a highly motivated Technical Incident Manager to join their team in Thame. This role offers the opportunity to work within a reputable organisation committed to excellence and customer satisfaction.

• – Competitive starting salary up to £24,400 per annum, dependent on experience
• – Overtime paid at time and a half for Saturday morning shifts
• – 35-hour workweek, Monday to Friday, 9:00am – 5:00pm, with a 1-hour unpaid lunch break
• – Hybrid working model: 3 days in the office, 2 days remote after a 6-month probation period
• – Paid Saturday mornings (1 in 4 Saturdays), 9:00am – 1:00pm
• – 25 days holiday allowance, increasing to 27 with length of service, plus bank holidays and your birthday off
• – Annual leave buyback scheme
• – Auto-enrolment pension scheme with a 5% employee contribution and 4% employer contribution
• – Private healthcare and employee discounts on warranty products after probation
• – Enhanced maternity/paternity pay, death in service, and critical illness cover
• – Excellent career progression prospects within a well-established company

Duties of a Technical Incident Manager:

• – Handle customer calls and emails professionally, ensuring clear and coherent communication
• – Technical Incident Managers build customer claims by recording relevant information accurately and passing details to appropriate teams
• – Liaise with customers, dealers, and repairers regarding queries and estimates
• – Support the claims team by ensuring timely processing of claims invoices and maintaining accurate records
• – Keep Technical Incident Technicians updated with relevant claim information
• – Assist other departments as required, demonstrating flexibility and team collaboration
• – Maintain administrative accuracy and organisation across daily tasks
• – Promote company values and uphold high standards of integrity and professionalism

Requirements of a Technical Incident Manager:

• – Strong customer service skills with confidence in verbal and written communication
• – IT literate, proficient in Microsoft Word and Outlook
• – Organised and methodical approach to administrative duties
• – Ability to work effectively within a team environment
• – Problem-solving mindset with initiative and reliability
• – While technical knowledge of motor vehicles is beneficial, it is not essential
• – Demonstrating integrity, accountability, and a proactive attitude is vital

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