French or German Speaking - Automotive Customer Service

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 Responsibilities Claims 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 - 5:00pmBreaks: 1-hour unpaid lunch 10-minute morning break 10-minute afternoon break Candidate Requirements Technical 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 Benefits Financial & 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website