About The Role
Manage the delivery of roadside assistance to clients and customers in the region through the internal and external network of technicians and towing providers. Ensure all KPI’s and company objectives are met or exceeded and that performance is monitored and managed to ensure continuous improvement and cost reduction.
Hours
* 40 hours per week, Monday to Friday. However, due to the nature of this role hours may vary in line with the needs of the business.
* Additional "On‑call" duties will also be required, increasing the working hours to an average 48 hours in a 17‑week period. On‑call duties are shift based to cover early and late shift times and weekends.
Scope & Teams
The Regional Manager is responsible for the following teams:
* Regional Network Manager
* RSA technician specialists
* RSA technicians (Branded & Multi‑Brand)
Performance Management
Objective – Assume responsibility and accountability for achieving regional KPI targets across internal and external networks.
* Manage the delivery of roadside assistance to customers in the region through internal and external networks.
* Assume responsibility/accountability of all operational issues within the team.
* Highlight and manage positive and negative performance issues with technicians and external agents.
* Ensure that the delivery of technician hours meets business demand.
* Ensure that downtime is managed and kept to a minimum.
* Be available for escalated issues outside of normal office hours, being part of a rota with other team members.
* Use Management Information (MI) showing key performance indicators shared with internal/external networks, ensuring appropriate business sensitivity.
* Process and manage technician incentive schemes to ensure all technicians are rewarded appropriately according to the scheme rules.
External Networks
Objective – Ensure that the external network or providers have capacity to handle the expected number of cases, and that robust surge plans exist to respond well to peak demand.
* Ownership of supplier relationships principally within a geographic territory.
* Identification and recruitment of new providers.
* Negotiation of costs with suppliers within an agreed framework.
* Responsible for sourcing towing provider and other relevant suppliers in accordance with procurement policy and commercial authority.
* Contract management for suppliers including regular review meetings/calls and routine audits where appropriate.
* Identifying new suppliers to join the network through an effective evaluation process.
* Adherence to the network quality assurance framework.
* Responsible for the maintenance and updating of network related information on the assistance platform (ABS).
Case Management & Customer Advocacy
* Work closely with the providers to ensure a joined‑up approach to case management which delivers a class‑leading and cost‑effective service.
* Own network related action plans arising from customer and colleague feedback.
* Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions.
* Adhere to relevant Financial Conduct Authority regulations, such as the Treating Customers Fairly guidelines.
* Ownership of contractor information to ensure compliance (i.e. contracts, insurance, trade certification, health and safety policy, etc.).
* Support the Operational Finance team with network invoice queries and make decisions within agreed authority limits.
Claim Cost and Leakage
* Ensure that assistances are managed in the most cost‑effective manner.
* Ensure that target average job costs are achieved.
* Recommend new ways to reduce costs whilst maintaining service quality.
* Ensure that decisions for the network and on specific claims are aligned with leakage objectives.
* Responsible for achieving agreed leakage targets and participating in regular internal audit meetings.
Stakeholder Management
* Actively engage with government departments and agencies, industry associations and the recovery network nationally to enhance the image and reputation of the company.
* Represent the company at industry or government meetings, seminars and association gatherings/functions to ensure the brand values are clearly recognised and understood.
* Keep business stakeholders informed of current and/or any changes to legislation relating to Roadside Recovery.
* Ensure the company’s influence is brought to bear in all industry and government associations or working groups.
Health & Safety
* Abide by the Health & Safety Work Act 1974.
* Notify the Company Health & Safety officer or the Managing Director of any Health & Safety issues which may cause harm to fellow employees.
* Advise of any additional Health & Safety training that may be required.
* Be responsible for the adherence of Technician procedures to Safe Systems of Work (SSOW), including monitoring.
* Carry out risk assessments as and where necessary.
Quality Focus
* Maintain a culture driven to deliver a level of customer service indicative of the expectation levels of clients.
* Develop the team to achieve a level of empowerment, which can be utilised to achieve an intelligent balance between cost control and customer service delivery.
* Investigate any Customer Support issues relating to technicians and external agents, liaising with all relevant parties where necessary.
Team Management
* Lead, motivate and develop the team to ensure that the quality and standard of service required by the company and our clients is fully realised and consistently achieved.
* Maintain a culture driven to deliver a level of customer service indicative of the expectation levels of clients.
* Carry out monthly 1:1/performance review meetings.
* Conduct MOC meetings of concern and disciplinary meetings as required.
* Host regular team meetings with all team members.
Administration
* Maintain accurate training, coaching and feedback records for the team.
* Collate and provide accurate, timely statistics both on a regular and ad hoc basis.
* Ensure that all manual backup paperwork is available and up to date.
* Ensure that all administrative procedures are followed.
Training
* Advise your Manager of any areas of work for which you require any additional training.
* Provide one to one training where deemed necessary.
Quality Management System
* Ensure that Technicians provide a quality service at all times, including technician and vehicle presentation and customer facing skills.
* Promote a culture which delivers a level of customer service indicative of the expectation levels of clients.
Coaching & Development
* Identify training and development needs in all aspects of technician duties and liaise with the training manager to ensure that appropriate training and support is provided.
* Ensure that personal development plans and improvement plans are in place for individuals who require them and that they are reviewed during the monthly one-to-one meetings.
Appraisals
* Actively carry out annual staff appraisals and regular objective review meetings for the team.
* Participate and contribute towards individual annual appraisals, team meetings and regular one-to-one assessment sessions.
* Carry out end of probation assessments.
Regulatory
* Work within and be compliant at all times with all relevant regulations and legislation applicable to the role.
AI Readiness Work
Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with standards of data governance, security and ethical use.
We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
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