Customer Service Repair Coordinator

2 days ago

Newcastle upon Tyne, United Kingdom MotorMatchLTD Full time

MotorMatch Recruitment Ltd are seeking an experienced Customer Service Repair Coordinator (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.

Coordinate with the Workshop and Site Controllers to ensure accurate data is entered into Autoflow 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 Audatex, then submit to the consultancy for estimating

* Vehicle Check-In, on vehicle arrival, ensure the vehicle is checked in, and an appraisal/pre-repair check (via Autoflow) is completed and added to the system

* 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 Autoflow, in line with GDPR

* Liaise with the Consultancy 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 consultancy as per the work providers SLAs

* Assist with part pricing and prepare final documentation before sending to the consultancy 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 Invoicing Administrator, you will have:

* Previous experience as a Customer Service or similar (ideally within an accident repair centre or bodyshop environment)

* Proficient in using Autoflow and Audatex

* Attention to detail

* Strong communication skills

* Organisational 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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