Technical Support Assistant
Employer: The AA
Location: Remote, UK
Working hours: Full time
Salary: £37,000 per annum
Closing date: 30-07-2025
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Job Title: Technical Support Assistant
Location: Remote
Salary: £37,000
Term: PermanentTo provide our customers with a world class claims service by ensuring that their claims are assessed quickly, and if valid are settled in the shortest possible time.
The Engineering Team deal with all aspects of both Insured and Third-party motor inspections, using state of the art technology to receive and audit estimates prior to authorising repairs to their Approved Repairer Network as well as Customer Nominated Repairers. The Engineers also inspect and deal with all total loss claims.
Support is given to all aspects of the business by the team to assist in the claims process for both insured and third party to expedite settlement and minimise costs.
What will I be doing?
Provide support to the Customer Support Manager by ensuring delivery of own performance against agreed objectives, KPI’s and SLA’s
Assess, negotiate and authorise vehicle damage repair estimates using in-house image and Audatex estimating systems
Assess and negotiate vehicle total loss settlements, categorise vehicle salvage as per the ABI code of practice and settle the claim with the customer
Maintain knowledge in specialist area to improve understanding of technical issues
Preparing and delivering case technical decisions and solutions to the customer / claims team, in line with agreed processes at designated authority level
Monitor performance of Approved Repairers, recognising potential areas of improvement and relationship building/liaison
Manage customer expectations and potential problems, preventing escalation into complaints
Treat our customers fairly and ensure that the customer receives world class customer service in accordance with industry and company guidelines
Support cost, service and process efficiency projects across the team, as well as participating in departmental projects
What do I need?
Good working knowledge of motor vehicle construction and modern repair techniques.
Member of either IMI, IRTE or IAEA
Must have ATA VDA accreditation and working towards IAEA Salvage AQP
Motor Claims knowledge including a basic understanding of insurance principles
Good working knowledge of computerised damage estimating systems, including Audatex
Good spoken and written communication skills
Accuracy and attention to detail
Positive and self-confident approach when dealing with our customers
Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers
Ability to work well under pressure, meet deadlines and where required be able to use own initiative
PC literate with good administrative skills
Additional information
What's in it for me?
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
23 days annual leave plus bank holidays
Worksave pension scheme with up to 7% employer contribution
Free AA breakdown membership from Day 1 plus 50% discount for family and friends
Discounts on AA products including car and home insurance
Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
Company funded life assurance
Diverse learning and development opportunities to support you to progress in your career
Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
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