Regional Network Coordinator
Location: Hull
Salary: A GBP 25,225 per annum
Vacancy Type: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am : 12.30pm)
Our client is a forward:thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, they pride themselves on their commitment to employee development, wellbeing, and innovation.
Their mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
They champion equity, recognising that their strength lies in the unique backgrounds, perspectives, and talents of their people.
Through transparent practices, continuous development, and meaningful engagement, they strive to create an environment where all employees can thrive and contribute to their shared success.
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 Companys customers and clients.
Key Responsibilities
* Ensure that you are kept fully up to date with Insurer/Client SLAs and understand the KPIs 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 companys management system meeting internally agreed SLAs.
* Manage daily tasks driven by the system as well as other ad hoc tasks assigned within agreed SLAs.
* 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.
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.