Regional Network Coordinator
Location: Hull
Salary: A GBP 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 Companys customers and clients.
Role Profile:
: 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.
: 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:Ordinators 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 Companys 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