ACTIVATE GROUP

Responsibility

• daily management of the team, including effective resource, demand and utilisation planning
• achieve all operational key performance indicators
• daily management of the team, including effective resourcing, building an energetic an engaging working environment, planning and allocating work sources
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• achievement of all key performance indicators for all teams in the area of responsibility
• act as a point of escalation for any client and customer issues
• deliver contractual service level agreements
• daily use of reporting data to identify trends and create action plans for effective resource management
• be customer facing, representing MRN in customer meetings and when dealing with customer escalations
• provide strong leadership and direction across the team
• act as a point of escalation for any client and customer escalations
• ensuring there is a good knowledge of the customer account and intricacies within the team to ensure excellent service is delivered
• review team members performance through daily monitoring, 121’s, identify training needs and plans accordingly and conduct side by side coaching
• review team members performance through daily monitoring, 121's, identify training needs and plans accordingly and conduct side by side coaching
• deliver quality targets and strive for continuous improvements
• accountable for delivering quality targets and designing and implementing changes to improve these
• manage and take action on high volume enquiries, managing client expectations at all times
• drive performance by setting KPIs and analyse relevant performance, tasks, quality monitoring and implement improvement actions where required
• ensure all team members meet the required performance standards and have the required regulatory and customer requirements
• review individual performance, attendance, behaviour, maintain a consistent management approach, conduct side by side coaching and developing their team members
• provide strong leadership and direction
• recruit as required in partnership with the People Team
• identify training needs for team members and work with Operations Manager and the Training team to implement training plans
• review employee performance through daily monitoring and 121's
• report and provide updates on team performance including weekly targets and achievements to the Operations Manager
• regularly report and analyse MI to manage performance in your area
• drive performance by monitoring KPIs and analyse relevant performance data with the team member to identify areas for improvement
• build and maintain relationships with key external contacts and use customer feedback to identify and resolve any challenges
• manage employees attendance, notify HR of trends and resolve issues in a timely manner
• engage all team members, using tools available to onboard, motivate and retain
• ensure communications and systems are regularly updated in line with Company procedure and policy
• use analytical skills and business knowledge to report on, analyse and identify statistics and KPIs to predict and manage performance in your area
• identify training needs and plan accordingly
• build and maintain productive relationships with internal stakeholders
• accountable for the engagement of all team members, using tools available to onboard, motivate and retain
• effectively resource plan for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility
• effective resource planning for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility now and in the future
• use customer feedback to identify and resolve any challenges
• ensuring full adherence to regulatory requirements
• coach and develop People Managers in the team to enable them to effectively manage all team members
• conduct side by side coaching
• build and maintain good working relationships with external customers, understanding their needs and adapting processes when appropriate
• responsible for regular engagement activities, and reward and recognition within the team
• responsible for ensuring all team members meet the required standard and have up to date knowledge in matters of regulatory and customer requirements
• lead and support attraction and recruitment activities as required in partnership with the People team
• act as an escalation point for external customer challenges and work with the Customer Management team to proactively ensure that operational performance of the network is delivered
• ensure communications and systems are regularly updated in line with Company procedure, including sickness, absence, working times and meetings
• prepare and lead customer performance meetings
• report and provide updates on team performance including weekly targets and achievements to the Operations Manager, Customer & Repairer
• act as an escalation point for customer issues
• adhere to all relevant regulatory rules and guidance

Requirements

• proven track record of large team management
• proven track record of team management
• in depth knowledge of multi-channel contact centre team, and practical knowledge of other areas of the contact centre operations
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• knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
• in depth knowledge of the motor repair industry
• excellent written and verbal communication skills
• commercial mindset including the ability to influence
• industry best practise awareness
• understanding of the motor claims insurance industry desirable
• able to manage own time and workload of others
• excellent analytical skills
• good reporting and analytical skills
• industry best practice awareness
• ability to understand performance needs and coach individuals
• experience of managing a team
• ability to manage and coach a team
• ability to analyse team and customer MI
• experience within the insurance and claims industry desirable
• ability to manage a team of People Managers

Current offers for the position:

Responsibility

• assist with planning resource and equipment levels around budgets and financial plans
• responsible for the reception area, including greeting customers and providing a positive and welcoming experience
• plan resources and equipment levels around budgets and financial plans
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• establish and maintain control of consistent workflow within the Bodyshop through effective capacity planning
• deliver exceptional customer service
• adhere to operational workshop loading system in line with company policy/procedures, ensuring all targets and deadlines are met or addressed
• co-ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars
• manage daily production co-ordination
• regularly update the customer with progress on their repair
• manage customer complaints from initial contact through to conclusion
• carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs
• review KPI performance to identify areas of potential shortfall against plan
• to carry out any root cause analysis on each complaint, identifying and implementing any actions required
• process payments and issue invoices
• deliver excellent Average Repair Cost
• carry out a visual inspection to identify any accidental damage caused to avoid uninsured loss damage costs
• act as an escalation point for Customer Service Advisors
• estimate by considering the most economical repair method
• take part in daily production meetings, providing updates on the delivery/collection status of vehicles
• achieve and sustain CSI to target
• adhere to operational workshop loading system in line with company policy / procedures, ensuring all targets and deadlines are met or addressed
• maintain awareness of incoming vehicles and flag any issues
• liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines
• responsibility for invoicing
• ensure internal controls/procedures are maintained and costs are managed to achieve targets as set out in operational plans, within area of responsibility regarding workflow and efficiency whilst maintaining quality
• regularly and consistently review site KPI performance to identify areas of potential shortfall against plan, delivery of average repair cost target, CSI targets and customer service scores
• awareness and compliance of Health & Safety requirements
• supporting with handling complaints in line with Company policy
• management of Bodyshop staff, including recruitment processes, performance management, development and creating a motivated and engaged team
• manage customer complaints from initial contact through to conclusion. To carry out any root cause analysis on each complaint, identifying and implementing any actions required
• ability to create an estimate both manually and via company systems
• adhere to all company policies, procedures, and service level agreements
• promote good communication throughout all areas of responsibility, develop and foster a pro-active attitude through regular, open and honest communication that supports the achievement of Company objectives
• verbal explanation of the repair procedure and process to the workshop and customers and variable levels of understanding
• knowledge and compliance with Health and Safety regulations
• ensure that training and development needs arising from objectives are properly addressed
• ability to value a vehicle at a market value in order to determine the repairable economics of a damaged vehicle
• assist in the correct evaluation and justification of bodywork warranty claims and provide comprehensive explanations thereof
• at Activate Group, looking after team members is a major priority, and we'll make sure you have all the support you need to succeed
• ensure all chargeable materials are recorded on job cards for invoicing purposes
• department : Activate Accident Repair
• manage customer complaints and bring them quickly to a satisfactory conclusion. Carry out any root cause analysis on each complaint, identifying and implementing any actions required

Requirements

• ATA VDA Vehicle damage assessor
• excellent customer service and communication skills, including by telephone, email and in face-to-face situations
• technical knowledge and experience of the Accident Repair and Bodyshop industry
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• relevant experience as an estimator and assistant manager
• insurance, claims and industry experience beneficial
• previous experience within a management position with the ability to lead and coach the team
• ability to qualify and quantify repairs required
• flexibility dealing with changes in demand, tasks, and processes
• ability to organise clerical work, administration, control systems and financial resources
• ability to negotiate effectively with third parties
• strong attention to detail
• relevant and up-to-date knowledge of vehicle design and manufacture, consumer and vehicle legislation, industry and trade practices
• audatex Trained
• computer literate
• knowledge and understanding of the provisions of E.P.A. and C.O.S.H.H
• escribe trained and Adherence
• work on own initiative, be proactive and manage customers and workload with little intervention from the management team
• knowledge and understanding of Bsi Standards and accreditation
• ability to discuss and negotiate agreeable solutions to customer problems
• good time management and prioritisation skills
• strong numeracy and literacy skills
• ability to maintain personal technical knowledge and skills including SMART repairs
• excellent communication skills

Current offers for the position:

Responsibility

• ensure vehicle cleanliness is maintained to the highest order during repair
• we're looking for two Drivers to join our state-of-the-art Kings Langley body shop
• collection and deliveries
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• ensure all documentation is correct when transferring vehicles
• collect all necessary customer paperwork from Reception, checking courtesy cars for damage and cleanliness before delivery to the customer
• confirm any damage or cleanliness issues with Reception team
• compliance with all company procedures
• report any accidents, incidents to your Bodyshop Manager without delay
• knowledge and compliance with Health and Safety Regulations
• job title: Driver
• department: Activate Accident Repair
• carry out collection and delivery of customers vehicles as scheduled, completing all relevant paperwork detailing claim and non-related damaged and collecting excess payments, ensuring that the customer is treated in a professional and efficient manner
• collect all necessary customer paperwork from reception, checking courtesy cars for damage and cleanliness before delivery to the customer
• reports to: Bodyshop Manager
• to drive vehicles in a safe, lawful manner taking into account the weather and traffic conditions, reporting all faults with vehicles driven
• confirm any damage or cleanliness issues with reception team
• location: Kings Langley
• ensuring all vehicles are washed, vacuumed, cleaned and polished using the approved materials and equipment in order to present to the customer, where necessary, clean upholstery and carpets and when requested to do so steam clean engines and engine compartments
• notify customer and reception when a delay is imminent
• cleaning vehicles ready for customer collection to a standard that reinforces the customers feeling that they have received first class service
• to be responsible for the collection of payments and receipts and to ensure the correct financial procedures are followed on return to the office
• we work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road accident at our contact centres in Halifax and Peterborough
• dealing with customers in a professional manner, ensuring high standards of customer service

Requirements

• full driving licence with the correct classification to carryout duties
• logistics experience
• experience of vehicle appraisal
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• exceptional communication and customer service skills

Earnings for position driver

Current offers for the position:

Responsibility

• responsible for the reception area, including greeting customers and providing a positive and welcoming experience
• deliver exceptional customer service
• co-ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars
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• co-ordinate and manage the logistics of a collection / delivery service based on a large fleet of courtesy cars
• regularly update the customer with progress on their repair
• carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs
• job title: Receptionist/Customer Service Advisor
• process payments and issue invoices
• department: Activate Accident Repair Warrington
• department: Activate Accident Repair Newcastle
• department: Activate Accident Repair Manchester
• department: Activate Accident Repair Mildenhall - Suffolk
• supporting with handling complaints in line with Company policy
• reports to: Bodyshop Manager
• we are looking for an enthusiastic Customer Service Advisor to join our fantastic front of house team at our Bodyshop in Warrington
• we are looking for an enthusiastic Customer Service Advisor to join our fantastic front of house team at our Bodyshop in Glasgow
• we are looking for an enthusiastic Customer Service Advisor to join our fantastic front of house team at our Bodyshop in Manchester
• hours: 42.5 hours per week
• adhere to all company policies, procedures, and service level agreements
• hours: 45 hours per week Monday to Friday
• hours: 40 hours per week
• you will be responsible for looking after the Reception area, offering excellent customer service and arranging collection and book in dates of customer vehicles
• liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines
• knowledge and compliance with Health and Safety regulations
• we look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners
• we work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road accident at our contact centres in Halifax and Peterborough
• at Activate Group, looking after team members is a major priority, we'll make sure you have all the support you need to succeed
• we are looking for an enthusiastic Customer Service Advisor to join our fantastic front of house team at our Brand new Bodyshop in Mildenhall - Suffolk

Requirements

• excellent customer service and communication skills, including by telephone, email and in face-to-face situations
• insurance, claims and industry experience beneficial
• flexibility dealing with changes in demand, tasks, and processes
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• strong attention to detail
• computer literate
• work on own initiative, be proactive and manage customers and workload with little intervention from the management team
• good time management and prioritisation skills
• what you can expect from us
• A bit about us

Current offers for the position:

Responsibility

• ensure customer satisfaction in the repair of motor vehicles of all types
• carry out such work in a safe and economical manner
• employ such knowledge and skills as may be required to restore vehicles to a high standard
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• observe, recognise and report on vehicle body damage
• we work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road accident at our contact centres in Halifax and Peterborough

Requirements

• ATA / NVQ level 3
• great attitude to work and all members of staff
• work well as a team
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• good communication skills
• good decision making and problem solving skills
• good H&S knowledge/awareness and compliance
• time served repair technician
• good time management skills
• relevant industry experience
• what you can expect from us

Trade

• driving
• Driving

Earnings for position panel beater

Current offers for the position: