Customer Service Repair Coordinator

4 days ago

Manchester, United Kingdom CV-Library Full time

MotorMatch Recruitment Ltd are seeking an experienced Customer Vehicle Repair Coodinator (Remote / On Site)
Join a dynamic and growing team as a Customer Service and Vehicle Repair Coordinator. This exciting role involves managing the customer journey throughout the repair process, from start to finish. As the Customer Service / Vehicle Repair Coordinator, you will play a key part in ensuring a positive experience for customers, working closely with the VDA team, workshop controllers and other departments to deliver high-quality service. You will also be part of a Nationwide team of Customer Service Ambassadirs
Coordinate with the Workshop and Site Controllers to ensure accurate data is entered into the Management System and provide regular updates to customers regarding the status of their vehicle repairs. This includes
addressing customer inquiries, and ensuring timely updates. Additional responsibilities include welcoming customers, handling inquiries, arranging vehicle handovers, processing payments, and managing paperwork (scanning and filing).
As an experienced Customer Service and Vehicle Repair Coordinator, you will be responsible for but not limited to:
* Make first contact with customers within set SLAs to introduce the repair process, gather detailed damage descriptions, and assess vehicle damage through images to prepare estimates for the VDA team
* Coordinate repair bookings based on customer preferences, ensuring alignment with agreed dates and any courtesy car provision
* Upload vehicle images and damage descriptions to support estimation of cost analysis, then submit to the central consultancy team for detailed estimating
* Vehicle Check-In, on vehicle arrival, ensure the vehicle is checked in, and an appraisal/pre-repair check system generated is completed with additional notes
* Customer communication: Provide regular updates to customers on the repair status, beginning on day 2, and agree on their preferred communication method. Ensure all interactions are recorded on the managent system in line with GDPR
* Liaise with the central consultancy team and Workshop, ensuring all jobs are forecasted for projected timescales to be met
* Repair completion, contact the customer upon completion of the vehicle repairs to arrange a handover offering either delivery or collection
* Create invoices for any excess or VAT payable, and ensure all relevant receipts are sent to the central accounts department. Maintain accurate and up-to-date records
* Liaise with the drivers to arrange the delivery of customer vehicles and collection of courtesy cars, ensuring accurate updates in the system
* Generate costings for total loss jobs, track recovery or storage charges, and notify the central consultancy team as per the work providers SLAs
* Assist with part pricing and prepare final documentation before sending to the central consultancy team for approval, including setting up supplementary claims when necessary
* Provide support to management when needed, e.g holiday cover, manage timesheets and holiday requests for productive staff (with the Site Controller’s approval), handle any penalties or fines related to courtesy car
As an experienced Customer Service Administrator, you will have:
* Previous experience as a Customer Service or similar (ideally within an accident repair centre or bodyshop environment)
* Proficient in using management systems (Autoflow and Audatex)
* Attention to detail
* Strong communication skills
* Organisational skills and planning skills
* The ability to multitask and manage competing priorities
* Achieving a “first-time can do” attitude
Hours:
* Monday to Friday, 8AM to 5PM
Benefits:
* Generous holiday allowance
* Competitive salary
If you are interested in a confidential conversation regarding the above position, please apply for the role or give Simmy a call on: (phone number removed)
MotorMatch LTD is advertising this vacancy in its capacity as an employment business.
MotorMatch LTD provides permanent labour to the Automotive Industry throughout the UK.
Please note due to high volume of applicants only those who are successful will be contacted.
MotorMatch LTD are an equal opportunities employer

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