JOB PURPOSE

Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

RESPONSIBILITIES

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards. Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle. Accurate quantification, identification and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim). Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate. Specialize in specialist vehicle knowledge and apply skills to optimize repair cost.

Requirements

EDUCATION

• Grade 12 / SAQA Accredited Equivalent (Essential);
• VDQ (Vehicle Damage Quantifier) Qualification (Essential);
• Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

EXPERIENCE

• 2 – 4 years’ work experience in the following (Advantageous):
• Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience Assessing experience at a short term insurer Estimating in a panel beating environment