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Regional Network Coordinator
Location: Hull
Salary: £24,024 per annum
Hours: 37.5 hours per week, Monday to Friday, plus 1 in 4 Saturdays
The Role
The Regional Network Coordinator is responsible for allocation/reallocation and progression of vehicle repairs within a specific geographical region from initial contact, to repair handover and aftercare as required, keeping in close contact with all key stakeholders throughout the repair process to ensure all SLAs are maintained and adhered to. Working within a regional team, you will build effective partnerships with repairers, leveraging those relationships to improve and maintain the highest-level service for the Company’s customers and clients.
Role Profile:
• Ensure that you are kept fully up to date with Insurer/Client SLAs and understand the KPI’s the repairers are to adhere as a Member
• Efficiently and accurately process and allocate repair notifications within SLA using the in-house management system.
• Analyse damage, incident circumstances, and vehicle specifications to assign repairs to appropriate supplier or escalate to the Fast Track Total Loss Team when needed.
• Resolve allocation delays and courtesy car related issues.
• Ensure all customers are kept adequately updated where there is a reallocation delay.
• Collaborate with the Regional Network Controller to place challenging or repeatedly rejected cases with a suitable supplier.
• Work to improve the first-time acceptance ratio and reduce multiple rejections in collaboration with the Regional Network Controller.
• Provide investigative feedback on repairs to the senior management team and clients as necessary.
• Progress customer claims within the company’s management system meeting internally agreed SLA’s.
• Manage daily tasks driven by the system as well as other ad hoc tasks assigned within agreed SLA’s.
• Monitor and manage supplier performance metrics, breaches, and cancellations on a day-to-day basis.
• Build and nurture relationships within the repair network to ensure seamless customer repairs.
• Act as a point of contact for repair network members, clients, customers, and team member, providing progress updates as needed.
• Handle incoming calls and emails and act promptly, and professionally, addressing inquiries and actions efficiently.
• Monitor personal and general inboxes and promptly handle emails.
• Record all client issues and feedback to the Line Manager and the Management Team.
• Assist with requested for departmental, regional or client analysis and management.
• Liaise with designated Regional Network Performance Analyst and Regional Network Controller and any other departments for assistance and resolution.
• Work towards achieving set daily/monthly/annual targets provided by your Team Leader/ Line Manager.
• Assist with other Co-Ordinator’s caseload as and when requested to ensure full-service provision.
• Attend daily buzz calls to discuss regional performance, outstanding allocations, and any other region- related issues.
• Ensure accurate and detailed recording of all information in management systems for comprehensive audit trails.
• Utilise available reports to identify and rectify missing and “bad data” within the Company's management systems.
• Provide support to new Repairers on Systems and Processes.
• Promote data security and adhere to strict DPA and information security standards.
• Adhere to Company Policies and Procedures consistently and align with client values in all duties.
• The completion of duties as required from time to time by the Management Team
• Manage complaints in line with policy, capturing comprehensive information for reporting on Expressions of Dissatisfaction.
• Promote exceptional and friendly service to enhance the business image for both the company and clients.
• Fulfil additional duties as required by the Management Team.
Skills and Qualifications
• Experience working within the Repair/Insurance industry is desirable.
• Prior experience within customer service with exposure to effective communication with clients/ Suppliers/customers is essential
• First class communication skills, including the ability to convey complex information clearly and concisely.
• Exceptional attention to detail for accurate claim processing and data management.
• Relationship building skills to nurture repair network connections and liaise effectively various stakeholders.
• Adaptability and flexibility to work within a dynamic, fast paced environment.
• Ability to work to agreed deadlines, targets and objectives.
• Collaborative team player with a cooperative and supportive approach to achieve shared goals.
• Strong organisational skills with the ability to manage and prioritise tasks efficiently.
• Problem solving abilities, particularly in resolving allocation issues, and progression queries.
• Good decision maker
• Customer centric mindset with a commitment to providing a first-class service to customers and repairers, maintaining a positive business image.
• Proficient in using in house management systems.
• Good knowledge of Microsoft Office Packages, including Power Bi.
Benefits
• 29 days annual leave, including statutory bank holidays
• Additional birthday holiday day
• Holiday Purchase Scheme (on completion of probation period)
• Employee Assistance Programme, including counselling and 24/7 GP
• Company events and functions
• Free food days
• Free parking
• Close to shops and amenities
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, then please do not hesitate to apply.
