Job Purpose

• Responsible for resolving escalated technical motor queries, requiring technical knowledge, and supporting the VAPS warranty and service plan products. Assist with reducing preventable claims cost by identifying possible financial risk and support the claims handling philosophy and supply strategy to mitigate such risk. Responsible to deliver all services in accordance with agreed service and functional standards.

Responsibilities

• Operations Management 
• OPERATIONS – PRODUCTION -Carry out operational tasks by implementing and following established processes. May involve adjusting basic settings or parameters to meet performance standards. Make fair, honest, accurate and reasonable cost related decisions through the vehicle claims life cycle. Accurate quantification, identification and validation of vehicle part costing.
• Customer Service 
• CLIENTS – CUSTOMER MANAGEMENT -Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: on the road, self-assessment (desktop assessment), digital assessments
• Client & Customer Management (External) 
• CLIENTS – CUSTOMER MANAGEMENT- Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TIH 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.
• Stakeholder Engagement 
• STRATEGY AND PLANNING -Build and maintain internal stakeholder relationships. Liaise with various internal stakeholders to assist with the claims costing lifecycle and decision-making process. Contact different motor manufacturers to find the required part(s), confirm pricing and align labour costs, negotiating the lowest price to ensure good quality cost deals to the customer and TIH.
• Continuous Improvement 
• OPERATIONAL EFFICIENCY -Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Conduct workload activities in most efficient and cost-effective manner
• Work Scheduling and Allocation 
• PEOPLE – LEADERSHIP AND SUPERVISION -Organise own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Personal Capability Building 
• PEOPLE – LEARNING AND DEVELOPMENT -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. Specialise in specialist vehicle knowledge and apply skills to optimise repair cost

Education

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

Experience

• 3 years’ work experience in the following (Essential): Mechanical and electrical experience; Workshop / Motor Industry experience. Advantageous Experience: Assessing experience; Experience in a short-term insurance industry.