Job Title: Aftersales Technical Assessor
Department: Customer Service / Aftersales
Location: Hull, Leads Road Site HU7 0BZ
£30,000 - £33,000
The role
To manage and assess aftersales warranty claims efficiently and accurately, ensuring all claims are processed in line with company warranty policies and procedures. The Aftersales Technical Assessor will act as a key point of contact for customers, suppliers, service engineers, and internal departments.
Key Responsibilities
- Assess and process warranty claims in accordance with company warranty policies and procedures
- Liaise with customers, suppliers, warranty engineers, and internal departments to resolve warranty-related matters
- Review technical information, photographs, reports, and supporting documentation to determine claim validity
- Identify parts required and allocate appropriate labour hours for warranty repairs and remedial works
- Prepare and issue chargeable quotations for repairs and parts not covered under warranty
- Ensure warranty claims are addressed within required deadlines and followed through to successful resolution
- Provide exceptional customer service, responding professionally and promptly to customer enquiries and concerns
- Monitor outstanding claims and quotations, providing regular updates to customers and management
- Work closely with suppliers to obtain technical information, pricing, and product support where required
- Identify recurring product or quality issues and provide recommendations for continuous improvement
- Ensure compliance with company procedures, quality standards, and customer service expectations.
Knowledge and Skills
Essential
- Strong customer service skills with a commitment to delivering a positive customer experience.
- Excellent verbal and written communication skills
- Good technical aptitude and ability to interpret technical information and repair requirements
- Strong problem-solving and decision-making abilities
- Work effectively to schedules, deadlines, and performance targets
- Competent IT skills
- Ability to work independently and as part of a team.
Desirable
- Previous experience in a warranty, aftersales, technical support, customer service, or claims assessment role
- Knowledge of warranty management systems and processes
- Understanding of parts identification and repair methodologies
- Experience preparing quotations and cost assessments
- Experience within the caravan industry would be advantageous but is not essential, as full training will be provided.
Person Specification
- Experience working in a fast-paced and customer-focused environment
- Strong technical and analytical mindset
- Ability to assess information objectively and make informed decisions
- Self-motivated with the ability to work independently and manage workload effectively
- Strong organisational and time management skills
- Professional and positive attitude
- Excellent attention to detail
- Strong interpersonal skills with the ability to build positive working relationships
- Customer-focused mindset with a commitment to service excellence
- Reliable, flexible, and dependable
- Ability to remain calm and professional when dealing with challenging situations.
Package
- £30,000 - £33,000
- Working Hours: Monday to Thursday: 8:00 - 17:00, Friday: 8:00 - 13:00
- Holiday increase with service scheme
- Free onsite parking
- Cycle to work scheme
- A range of employee benefits and discounts through our rewards partner (Perkbox)
Pay: £30,000.00-£33,000.00 per year
Work Location: In person
