(Automotive) Customer Service Lead
Location: Birchwood Office, Warrington, UK
Salary: £26,000 per annum
Hours: 35 hours per week
About the Role You will be responsible for managing mechanical breakdown claims in accordance with policy terms, internal procedures, and company standards. You’ll provide high-level technical support, maintain strong relationships with repairers and dealer partners, and deliver exceptional customer service.
This role requires a solid understanding of how cars work and familiarity with key vehicle components.
Key ResponsibilitiesClaims Assessment & Processing *Review and evaluate incoming claims (online and via email).
*Authorise or decline claims based on policy terms (claims authority up to £700 / €800).
*Accurately record outcomes, notes, and supporting information in internal systems.
*Check documentation for completeness and consistency (e.g., customer details, vehicle ID, Carflex data).
Customer & Partner Communication *Provide excellent service to customers, dealer partners, and repair networks.
*Handle technical queries and maintain productive relationships with repair workshops.
*Deliver clear, professional communication throughout the claims journey.
Teamwork & Continuous Improvement *Promote a positive team culture and address negativity proactively.
*Support colleagues within the Claims team and other departments as needed.
*Contribute to ongoing improvements to processes and workflow.
Shift Pattern Rotating monthly shifts:
*8:00am - 4:00pm
*9:00am - 5:00pm
Breaks:
*1-hour unpaid lunch
*10-minute morning break
*10-minute afternoon break
Candidate RequirementsTechnical Skills *Good understanding of how a vehicle functions and knowledge of car parts.
*General mechanical knowledge (formal qualifications an advantage but not essential).
*Strong PC skills, including MS Office.
*Product training provided for those without a technical claims background.
Soft Skills *Strong teamwork and collaboration abilities.
*Excellent listening and empathy skills.
*Integrity, reliability, and accountability.
*Initiative and effective problem-solving skills.
*Positive attitude that supports company values.
Languages *English (essential)
*French or German (highly desirable but not mandatory)
Employee BenefitsFinancial & Insurance Benefits *Death in Service: 4× salary (from day one)
*Critical Illness Cover: 2× salary (from day one)
Healthcare *Private Healthcare after successful completion of 6-month probation.
Discounts & Allowances *Employee discount on warranty products (after 6 months).
Pension *Auto-enrolment pension after 3 months: *5% employee contribution
*3% employer contribution

Holiday & Work-Life Benefits *25 days annual leave, rising to 27 with length of service
*Birthday day off
*Buy additional annual leave scheme
*Enhanced Maternity & Paternity pay
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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