Technical Incident Manager

Allscreens Nationwide Ltd; Thame; On-site; GBP 15,000 - 24,000; Full time

Benefits offered by this job

Hybrid working model

25 days holiday

Birthday off

Private healthcare

Pension scheme

Life assurance

Employee discounts

Job summary

Allscreens Nationwide Ltd in Thame is seeking a Technical Incident Manager to handle customer communications and support the claims process within a hybrid working setup.

The role emphasizes customer service, teamwork, and problem solving while leveraging IT tools like Word and Outlook. A proactive, reliable attitude and strong communication are essential.

Qualifications

• Excellent customer service skills with confidence in verbal and written communication.
• IT literate; proficient in Microsoft Word and Outlook.
• Organised and methodical approach to administrative duties.
• Ability to work effectively within a team environment.
• Problem-solving mindset with initiative and reliability.

Responsibilities

• Handle customer calls and emails professionally, ensuring clear communication.
• Build customer claims by recording information and passing details to relevant teams.
• Liaise with customers, dealers, and repairers regarding queries and estimates.
• Support the claims team by ensuring timely processing of invoices and records.
• Keep Technical Incident Technicians updated with claim information.
• Assist other departments as required, showing flexibility and teamwork.
• Maintain administrative accuracy and organisation across daily tasks.
• Promote company values and uphold high standards of integrity and professionalism.

Skills

Customer service

Verbal communication

Written communication

IT literacy

Teamwork

Problem solving

Organised

Reliability

Tools

Microsoft Word

Outlook

Job description

Our client, a distinguished leader in mechanical breakdown warranties, roadside assistance, and vehicle maintenance contracts with over 40 years of industry experience operating across nine European markets, is seeking a highly motivated Technical Incident Manager to join their team in Thame. This role offers the opportunity to work within a reputable organisation committed to excellence and customer satisfaction.

• Competitive starting salary up to £24,400 per annum, dependent on experience
• Overtime paid at time and a half for Saturday morning shifts
• 35-hour workweek, Monday to Friday, 9:00am – 5:00pm, with a 1-hour unpaid lunch break
• Hybrid working model: 3 days in the office, 2 days remote after a 6-month probation period
• Paid Saturday mornings (1 in 4 Saturdays), 9:00am – 1:00pm
• 25 days holiday allowance, increasing to 27 with length of service, plus bank holidays and your birthday off
• Annual leave buyback scheme
• Auto-enrolment pension scheme with a 5% employee contribution and 4% employer contribution
• Private healthcare and employee discounts on warranty products after probation
• Enhanced maternity/paternity pay, death in service, and critical illness cover
• Excellent career progression prospects within a well-established company

Duties of a Technical Incident Manager:

• Handle customer calls and emails professionally, ensuring clear and coherent communication
• Technical Incident Managers build customer claims by recording relevant information accurately and passing details to appropriate teams
• Liaise with customers, dealers, and repairers regarding queries and estimates
• Support the claims team by ensuring timely processing of claims invoices and maintaining accurate records
• Keep Technical Incident Technicians updated with relevant claim information
• Assist other departments as required, demonstrating flexibility and team collaboration
• Maintain administrative accuracy and organisation across daily tasks
• Promote company values and uphold high standards of integrity and professionalism

Requirements of a Technical Incident Manager:

• Strong customer service skills with confidence in verbal and written communication
• IT literate, proficient in Microsoft Word and Outlook
• Organised and methodical approach to administrative duties
• Ability to work effectively within a team environment
• Problem-solving mindset with initiative and reliability
• While technical knowledge of motor vehicles is beneficial, it is not essential
• Demonstrating integrity, accountability, and a proactive attitude is vital