Auto Warranty Support Specialist – Claims & Customer Care

Group 1 Automotive; Watford; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Annual leave 33 days

Retail discounts

Car discounts

Pension scheme

Flexible working

Cycle to work

Wellbeing support

Healthcare access

Volunteer day

Share purchase plan

Referral bonus

Training & development

Life assurance

Job summary

Group 1 Automotive is seeking a Warranty Support Specialist to join the Volkswagen & Audi Regional Support team at our UK sites. You will handle warranty claims, process documentation, and support service advisors and technicians to ensure accurate submissions and timely resolutions.

In this role you'll monitor warranty trends, maintain compliance with manufacturer policies, and contribute to improving recovery and customer satisfaction across our Volkswagen and Audi operations in the region.

Qualifications

• Reviewing, processing, and authorising warranty and Prior Work Authority (PWA) claims in line with manufacturer policies and procedures.
• Providing support and guidance to Service Advisors, Warranty Executives, and Technicians on technical coding, repair processes, and claim submissions.
• Investigating and resolving rejected claims while ensuring compliance with manufacturer standards.
• Assisting with remote and on-site warranty audits, managing parts retention requirements, and administering any resulting chargebacks.
• Monitoring warranty expenditure and recovery performance, identifying trends, recurring faults, and opportunities for process improvement or additional training.
• Working closely with colleagues across the business to ensure high levels of customer service, operational efficiency, and compliance.

Responsibilities

• Prepare, review, process, and submit warranty and policy claims accurately in line with manufacturer and departmental guidelines.
• Ensure all claim, invoice, repair order, and supporting documentation is completed correctly and complies with manufacturer requirements.
• Manage the administration of open time, technician clockings, job card write-ups, and claim-related records.
• Reconcile warranty credits, investigate payment discrepancies, and follow up on overdue, short-paid, or rejected claims.
• Review and clear weekly warranty statements, ensuring all outstanding issues are resolved promptly.
• Process customer reimbursement claims accurately and efficiently, ensuring a high level of customer service.
• Maintain robust audit controls and complete regular self-audits to ensure compliance with manufacturer policies and internal procedures.
• Manage and maintain records of displaced parts and materials returned to manufacturers, ensuring compliance with retention requirements.
• Liaise with Service Advisors, Technicians, Manufacturers, and internal departments to resolve warranty-related queries and support claim approvals.
• Produce accurate reporting on warranty performance, monitor claim trends, and identify opportunities to improve processes and maximise claim recovery.

Skills

Warranty processing

Claims submissions

Audit & compliance

Interdepartmental liaison

Customer service

Documentation

Job description

Group 1 Automotive is seeking a Warranty Support Specialist to join the Volkswagen & Audi Regional Support team at our UK sites. You will handle warranty claims, process documentation, and support service advisors and technicians to ensure accurate submissions and timely resolutions.

In this role you'll monitor warranty trends, maintain compliance with manufacturer policies, and contribute to improving recovery and customer satisfaction across our Volkswagen and Audi operations in the region.