Warranty Claims Coordinator

Warranty Claims Coordinator - Application deadline 10th January

• £37,000 (pro rata)
• Maternity cover : 6 - 12 months
• Near Epsom, Surrey (location is most easily reached by own transport)
• Hybrid working (3 days a week in the office)
• ASAP start
• Generous benefits package (Pension, Birthday voucher, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday (pro rata) + all bank holidays)

TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)

We have an exciting opportunity for a Warranty Claims Coordinator to join the team on Maternity Cover for 6-12 months. You will be a member of the Warranty Support Team managing Warranty Operations, Claims & Audit functions.

This role sits within C&NS - in line with the wider business ambition to do business the way customers love, C&NS provides support to customers and our dealer network. This includes supporting & providing world class warranty product support, audit controls & associated technical services to the Network.

What you’ll be doing:

• Reporting directly to the Warranty & Audit Team Leader, the role is to process Warranty Claims, Prior-approvals (PARFs) and Compass cases in a timely manner and in accordance with Toyota/Manufacturer Policies & Procedures.
• This is achieved through claim assessment, analysing & evaluating claim data and validating supporting evidential documents submitted by Dealers.
• If required, support an audit programme, taking appropriate on-site & desk-based actions to support, train and improve the dealer individual performance and in line with governance, policy and business objectives.
• Assist with the identification, creation and publishing of Warranty bulletins and information to support the Network with Warranty activities, governance and policy.

Warranty Team Purpose:

• Timely processing and payment of network claims and PARFs
• Communicate clearly & effectively with Network Partners with regard to supporting related queries.
• Liaise with TME Warranty Teams on TMC warranty policies & procedures. Share easy to understand explanations & best practice with the Network.
• Identify possible candidates for future audit consideration.

You will:

• Be in direct communication with the Toyota & Lexus Network from technician & after sales personnel, to Service Manager; supporting the warranty claims process, resolving warranty claim queries to enable the efficient payment of claims.
• Identify new trends and warranty concerns to Line Management and share ideas for addressing.
• Work to achieve SLAs & KPIs.

Skills and Behaviours:

Essential

• Technically aware or have aptitude to develop new skills
• Customer handling skills and negotiation
• Network facing skills
• Strong interpersonal and communication skills (verbal and written)
• Compass case handling
• Confident in communicating with customers and internal stakeholders
• Excellent time management
• Passionate about mobility
• A willingness to change and adapt, as technology advances and business changes
• Collaborative, helping others to achieve results, drive change
• Good attention to detail, presenting accurate information to ensure efficient repairs and quality reporting
• Be passionate about helping to support our customers

Desirable

• Warranty Systems
• Experience of working for an automobile manufacturer or dealer
• Technical qualifications
• Audit experience
• AS400 knowledge
• Comfortable explaining complex information
• Empathy and understanding