Meet Alex Smith, Customer Service Manager at Warranty First

Alex Smith is Customer Service Manager at Warranty First, leading the customer service and technical teams responsible for helping dealers and plan holders achieve quick, efficient and fair outcomes on repair requests.

‍With more than 15 years' experience in insurance and customer operations, including senior roles at Jensten Underwriting and CoverMy Insurance, Alex brings plenty of experience in improving processes, solving problems and delivering better customer service.

‍In this Q&A, Alex talks about what brilliant service looks like, the work that goes on behind the scenes when assessing repair requests and how joining Warranty First has brought his career full circle. We also discover why his spreadsheet skills might be rather more impressive than his golf handicap…

‍What do you do at Warranty First?

I'm the Customer Service Manager, leading our customer service and technical teams to deliver quick, efficient and fair outcomes on repair requests.

How did you find your way into the motor industry and eventually to Warranty First?

I've spent the last 15+ years working in insurance, starting my career with a young driver specialist in the building next door to Warranty First! Since then, I've worked across more than 30 insurance products, so joining Warranty First feels like coming full circle.

What does your role involve when you’re not answering questions like these?

Supporting the team, solving problems and finding ways to make things simpler and more efficient for both our dealer partners and plan holders.

What would your colleagues say you’re the go-to person for?

I'd like to say it's helping with difficult situations and finding practical solutions but most of my previous colleagues would probably say anything involving an Excel spreadsheet!

What do you enjoy most about working with dealers and customers?

For me it has to be helping dealers provide genuine value to their customers and making sure plan holders receive fair outcomes when they need us most.

What’s the most satisfying problem you get to help solve?

I enjoy getting to the bottom of complicated situations, particularly when there's no obvious answer. Finding a fair and practical resolution is always rewarding.

In your view, what makes brilliant service and support?

Clear communication, efficiency and managing expectations. It's about doing what you say you're going to do and keeping people informed along the way.

What’s one thing about Warranty First that might surprise people?

I think people would be surprised by the amount of technical knowledge and work that goes on behind the scenes to assess repair requests and reach the right decisions.

What are you most excited about over the next 12 months?

I’m really looking forward to building relationships with our teams and dealer partners, while finding new ways to improve our processes and make the experience better for everyone.

Finally, give us a fact about you that has absolutely nothing to do with warranties...

I'm a keen golfer, although my handicap suggests I'm probably better at spreadsheets!