Image Engineer
On-siteManchester, England, United Kingdom or Haywards Heath, England, United Kingdom
Job Summary
Engineer and authorise vehicle repair costs in accordance with manufacturer methodology, taking all claim aspects into consideration. Produce inspection reports and make total loss decisions while authorising supplementary estimates. Liaise directly with customers, repairers, and third parties to explain complex decisions and establish correct market positions using valuation guides and research. Identify fraudulent activity through investigative practice and advise on non-standard vehicle modifications. Support total loss valuation handlers by delivering valuations and settling claims for unrecovered or stolen vehicles. Manage repairs, total losses, complaints, and policy conditions to expedite settlements and minimise costs while meeting agreed KPIs and SLAs.
Required Qualifications
- Extensive vehicle make up knowledge
- Competent in the use of automotive estimate systems
- Experience of working within the repair industry, mechanical / body
- Experience of resolving complex customer / repairer problems / issues / complaints
- Able to understand and interpret client requirements
- Knowledge of relevant legislation – Financial Ombudsman Service (FOS)
- Knowledge of relevant legislation – Financial Conduct Authority (FCA)
- Knowledge of relevant legislation – Data Protection Act (DPA)
- Ability to prioritise and plan in response to customer/business drivers
- Strong negotiating skills for rate agreement and delivery
- Advanced computer literacy skills
- Good communication skills, both verbal and written
- Good time management and organisation skills
- Commercially focused
- Self-motivated and enthusiastic
- An organised and pro-active approach
- Emphasis on attention to detail and accuracy
- Takes initiative to make decisions
- Ability to work on own initiative and as part of a team
- A flexible approach and positive attitude
- Strives to drive business improvements to contribute to the success of the business
- Ready to take on an exciting challenge
- Strong technical knowledge of vehicle repairs
- Confidence to make sound decisions
- Clear communicator who can explain complex information to customers, repairers and third parties in a simple and supportive way
- Ability to work in a fast-paced team and business
- Strong teamwork skills
- Ability to identify fraudulent activity through investigative practice
- Able to correctly identify and advise on vehicle modifications which are non-standard to original equipment
- Support to the total loss valuation handlers, as required, by delivering the valuation and settling claims where vehicles which have been deemed beyond economical repair or have been stolen and unrecovered
- You'll need to communicate effectively and appropriately with customers and network of third parties (including but not limited to network of repairers)
- In making and communicating decisions with Policyholders will be key when managing repairs, total losses, cases involving unrelated damage, complaints and applying policy conditions/limits
- You'll need to be able to identify fraudulent activity through investigative practice and liaison with claims colleagues
- You'll need to work to agreed timescales and business parameters, ensuring all work is carried out within agreed KPI's and SLA's
Desired Qualifications
- Enthusiasm and a willingness to learn new skills
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