DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining our Auto Services team you’ll become a part of a network of repair centres with one simple mission: deliver high‑quality repairs as quickly and efficiently as possible for our more than 100,000 customers. From technical capability to customer relations, here you’ll find a place where you can really thrive.
What We’re Looking For:
* Lead Vehicle Damage Assessor
All roles are at the heart of our Auto Services business and you’ll need to be enthusiastic, upbeat and committed to delivering the best repair service. As a Lead Vehicle Damage Assessor, we want you to bring your previous experience, skills and knowledge to the team. Working as a team leader to a team of VDA’s, building vehicle repair estimates in line with volume and cost control requirements to our very high standards as well as working to tight deadlines to meet our customer’s needs.
What We Are Looking For:
Deliver a best in motor repair service to DLG customers, providing strong leadership to the department of Vehicle Damage Assessors in order to deliver site performance, financial, operational and customer targets. Empower the team so that they are a high performing, engaged and fully accountable team that delivers excellence in vehicle assessment and the delivery of all business targets. Implement best practice for your department to ensure the business is protected and operational process & procedure is standardised. Actively lead the team by encouraging and building high quality reciprocal relationships within site, region and group in order to encourage collaboration and create excellent site partnerships that will deliver operational excellence and an enhanced customer experience.
What You’ll Be Doing:
Managing Customer Expectation
Deliver an outstanding customer experience, CONNECT with the customer and deliver on agreed expectations. Create a customer focused culture that will support the delivery of our customer measures of speed, quality and ease.
People
* Use the performance and development framework to set clear and stretching expectations for the team. Regularly discuss progress utilising Huddle board against all aspects of an individual’s performance including values, development, coaching, recognising success and addressing shortfalls.
* Contribute to a proactive resource plan including recruitment and leave management.
* For the team ensure excellent team communication including responsibility for communicating technical updates, high standards and adherence to all people practices, processes and policies driving improvement in all people metrics.
* Recognise success of the team to help inspire and motivate continued high performance.
* Collaborate with your colleagues and the wider business developing self to maximise your full potential in the role.
* Create a culture where diversity and difference are accepted and adopted in line with our Bring All of Yourself to work value.
* Lead the assessment of vehicle throughput duration (estimated to WS complete)
* Achieve overall cycle time and Direct Line Group 7-day business targets.
* Ensure an effortless customer experience by delivering accurate and timely feedback to the Site Manager, Production Manager, Parts Team Leader and Customer Services team leader.
* Right First Time Approach.
* Deliver right first-time high‑quality assessments in line with business targets and claim volumes.
Parts Cost
Deliver and take ownership for all Parts Cost and Commercial Targets for the role. This will be delivered by the following:
* VDA dept. – achieve parts cost, paint & materials and repair‑over‑replace through daily monitoring, calling out issues to SM and PM.
* OPEX – Drive quality on a right first‑time assessment basis to minimise impact on supplementary spend and sub‑contract usage.
* OPEX – Manage and achieve a below‑plan spend on the VDA department overtime and downtime.
Total Loss
Deliver and take ownership for all Total Loss targets for the role. This will be delivered by the following:
* VDA dept. – achieve total loss ratio target through daily monitoring, support VDA dept. with RVT utilisation.
Mentor
Drive and lead Technical Graduates to perform highly, aiming for success, continually improving the graduates’ capability and level of people engagement. Deliver this through role modelling and by living the Things we value.
* Supporting development and regular discussion against all aspects of an individual’s performance including values, development, coaching, recognising success and addressing shortfalls.
Site Contribution
* Ensure contribution to daily production meetings, raising issues and concerns.
* Actively support the implementation of all change initiatives within the site acting as a role model for your team.
Health & Safety
To protect ourselves, and others, own and address the risks involved in running our business appropriate to role. Deliver best in class standards of compliance in line with the DLG risk framework.
Benefits
* 9% employer contributed pension
* 50% off home, motor and pet insurance plus free Green Flag breakdown cover
* Additional optional Health and Dental insurance
* EV car scheme allows all colleagues to lease a brand new electric or plug‑in hybrid car in a tax efficient way.
* Generous holidays
* Buy as you earn share scheme
* Employee discounts and cashback
* Plus, many more
Be Yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
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