Customer Service Specialist

**Key Accountabilities**

**Customer**

Deliver an effortless customer experience, CONNECT with the customer and deliver on agreed expectations. Create a customer focused culture that will support the delivery of our customer measures of speed, quality and ease.
- Establish, maintain and be constantly aware of the delivery of the connected customer culture through daily customer contact with our customers.
- Manage the area repair pods vehicle throughput duration (estimated to WS complete)
- Achieve overall cycle time and Direct Line Group 7-day business targets.
- Ensure an effortless customer experience by delivering upon the service levels/expectations set with our customers at the point of first notification.
- Co-ordinate with team members, POD technicians and suppliers to ensure all customer information is accurate for their bookings
- Exceed company standards for customer complaint results.
- Ensure complaints are dealt with professionally in a timely manner and recorded onto the complaint’s tracker accurately.
- Takes ownership for customer complaints e.g. liaising with the Production Manager in order to resolve complaints.

**Health & Safety**

To protect ourselves, and others, own and address the risks involved in running our business appropriate to role. Deliver best in class standards of compliance in line with the DLG risk framework including:

- Adherence to and delivery of all health and safety requirements including audits, BSI and the repair centre blueprint.
- Reinforce a culture where high standards of health & safety compliance are rigorously maintained and protected.
- Identify, own and manage the risks involved in running our business appropriate to the role, in line with the company risk framework.

**Repair Volume**

Deliver right first-time high-quality repairs in line with business targets and claim volumes.
- Being accountable for the planning and direction of people resource through each workshop element (job card to workshop complete) in line with daily / monthly objective.
- Ensure all parts ordered/delivered on-time for bookings and ensuring all unused parts are returned, relevant invoices/credit notes are processed
- Managing the direction of people resource through each workshop element (job card to workshop complete) in line with daily / monthly objectives.
- Flow workloads evenly throughout the repair process

**People**

Be a part of customer services team who perform highly, striving for success, continually improving your own capability and living the company values.
- Use the performance and development framework to set your own clear and stretching goals
- Contribute towards the team engagement plan and take proactive moves to make continuously improve relationships and how we work.
- Create a culture where diversity and difference are accepted and embraced in line with our Bring All of Yourself to work value.
- Create an environment that brings out the best in you and your team, by living the DLG BehaviOURs.

**Technical**
- Good computer and administration skills, particularly Microsoft Outlook/Word/EXCEL, and Accident Repair Management systems.
- Telephone handling skills/images capture software
- Accurate control and administration of courtesy car fleet.
- Ensures that all relevant admin paperwork is completed accurately and in full, including the collection of insurance excess monies i.e. ensures that relevant excess, retail or VAT payments are taken without exception.

**Personal**
- A genuine interest in helping our customers.
- Good verbal, literacy, and numeracy skills.
- The ability to handle complaints and difficult situations.
- Highest standards of personal conduct required at all times to meet customer service standards.
- Is prepared to work flexibly, and to undertake overtime as required.
- Works well with colleagues and is prepared to cover for absence.
- Works with mínimal supervision and is prepared to use own initiative.
- Takes personal responsibility for own objectives: sets priorities and works collaboratively with other in the team.
- Works sensitively and respects diversity of others** Permanent Full Time Role - 40 hours based at our Livery Street site in Birmingham**

Deliver a best-in-class motor repair service to DLG customers, ensure the business is protected and operational process & procedure is standardised. Ensure all referrals from B2B and retail customers are triaged in accordance with defined Repair POD approved rules sets, procedures and compliance requirements.

Work collaboratively within your Repair POD area both with your immediate central team members and POD technicians to schedule all repair bookings, process and order all parts required from the company approved supply chain, ensuring all work provider service levels are achieved.

Implement best practice and improvements in customer service to ensure that the business is protected, and operational procedures are optimised. Be an ambassador for the DLG Auto Service Busin