Regional Network Coordinator

TipTopJob; Hull and East Yorkshire; On-site; GBP 26,000; Full time

Job summary

A leading service provider in the insurance sector is seeking a Regional Network Coordinator to manage vehicle repairs in Hull. This role involves coordinating repair processes, ensuring compliance with SLAs, and building strong relationships with repairers. Applicants should possess exceptional communication skills and attention to detail, along with customer service experience. This position offers a competitive salary and a structured work schedule.

Qualifications

• Experience in the Repair/Insurance industry is desirable.
• Prior customer service experience with effective communication skills is essential.
• First-class communication skills for conveying complex information clearly.
• Exceptional attention to detail for accurate claim processing.
• Ability to build relationships with stakeholders.

Responsibilities

• Ensure awareness of Insurer/Client SLAs and KPIs for repairers.
• Process and allocate repair notifications efficiently and accurately.
• Resolve allocation delays and customer communication issues.
• Monitor supplier performance metrics and handle feedback.

Skills

Communication skills

Attention to detail

Relationship building

Adaptability

Job description

Location: Hull

Salary: £25,225 per annum

Vacancy Type: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

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 Company's 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 company's 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 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 with various stakeholders.
• Adaptability and flexibility to work within a dynamic, fast-paced environment.