Location: Hull
Salary: GBP 25,225 per annum
Hours: 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 the allocation, reallocation, and progression of vehicle repairs within a specific geographical region, from initial contact to repair handover and aftercare as required. The coordinator maintains 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 sustain the highest service levels for the company's customers and clients.
Key Responsibilities
* Ensure that you are kept fully up to date with insurer/client SLAs and understand the KPIs repairers are to adhere to 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 suppliers 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 suitable suppliers.
* 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 senior management and clients as necessary.
* Progress customer claims within the company's management system, meeting internally agreed SLAs.
* Manage daily tasks driven by the system as well as other ad hoc tasks within agreed SLAs.
* Monitor and manage supplier performance metrics, breaches, and cancellations daily.
* Build and nurture relationships within the repair network to ensure seamless customer repairs.
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, and 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 with various stakeholders.
* Adaptability and flexibility to work within a dynamic, fast-paced environment.
* Ability to work to deadlines, targets, and objectives.
* Collaborative team player with a 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-making skills.
* Customer-centric mindset with a commitment to providing first-class service to customers and repairers.
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