Regional Claims & Office Manager

Job Description

The Regional Claims & Office Manager role will report to the Operations Director in Surrey, but is based in Northern Ireland. The role will be to deal with all vehicle warranty claims arising in Northern Ireland, to support regional sales managers, corporate marketing campaigns and to manage a small office in the centre of Belfast.

Key Purpose of the Regional Claims & Office Manager:

  • First point of contact for service contract customers, repairers & dealers for claims advice.
  • Front line claims handling & processing.
  • Detailed knowledge of product types currently available to market
  • Co-ordinate with marketing from Head Office
  • Process in-bound dealer enquiries
  • Make out-bound sales enquiries when required

Key Attributes:

  • Excellent verbal & written communication skills
  • Strong numerical skills with understanding of VAT rules for claims
  • High level of technical knowledge of motor vehicles, with the ability to be able to communicate this knowledge between customers with little or no technical knowledge in a manner which the customer will be able to understand
  • Professional telephone manner when dealing with all telephone calls
  • Accuracy & attention to detail
  • Ability to negotiate with repairers & dealers to ensure cost effective repairs are carried out
  • Exceptional customer service skills, treating customers fairly must always be considered when dealing with customers.
  • Respect for confidential information & understanding of data protection
  • Ability to work under pressure & maintain professional & courteous manner when dealing with difficult & sometimes upset or frustrated customers and repairers
  • Use of your contacts within the motor trade to obtain technical information, costing etc

Duties and Responsibilities:

To ensure incoming telephone calls to the office are answered in a prompt (4 rings) and professional manner. Qualify the incoming call & obtain the relevant information from the caller.

Own the claim from initial call to completion of the claim, ensure all parties involved are kept informed at the necessary points during the claims process. Ensure communication commitments that have been made to any party are kept. Escalate claim to your line supervisor, claims manager or general manager if claim is in excess of your authority limits. In addition:

  • Ensure all claims handled are processed within the terms & conditions as per policy.
  • Be aware of entries held on the at-risk register.
  • Understanding of the complaints process, both verbal & written.

Technical Knowledge – the post holder is required to use the following tools:

High level of Motor Vehicle Technical knowledge.

Excellent PC operating skills, Microsoft office suite of programmes including outlook, MS word. Knowledge of internet search engines for sourcing information such as parts supply, repairer details & technical information.

Glasses ICME repair times software.


Successful candidates must realistically be able to commute to our central Belfast office.


  • 25 days paid leave per year or the pro rata equivalent

  • Company laptop


Basic salary £25,000 with a £3,000 performance bonus 


If you think you can fulfil this challenging role then send your CV, with the subject line 'RCM job application' to:

What our customers say about us …

The service was excellent in every way, very professional thank you very much.

Mr S Rickard