Customer Service Advisor & Trainee Vehicle Damage Assessor Peterborough

Pronto Accident Repair Centre (Peterborough) Frank Perkins Way Peterborough Cambridgeshire PE1 5FQ

Pronto Accident Repair Centre (Peterborough) owned and operated by Lovells Automotive Group, a very well established busienss that operate eleven branches across East Anglia and the East Midlands employing over 250 staff delivering insurance companies and end to end accident repair solution to our mutual customers and accident management partners, we are dealing with some very large insurer partners and we pride ourselves on having a team culture and employing and developing our management team from within as the busienss grows.

As part of our continued business development and expansion we are recruiting three Customer Journey Co-Ordinators / Advisors this to work within our growing team as our Pronto Peterborough branch continues to expand.

This is an exciting development role, it will include you being trained and coached to become an industry recognised "Vehicle Damage Assessor" VDA, working in this role you will also be trained to manage a customer portfolio of around 50 customers who’s claims are at various stages, and you will work with a dedicated selection of our high profile Insurance Company Partners.

The successful candidates will be coached and trained and be involved in the complete customer journey from when the case is handed to you by our 1st contact co-coordinators, you will then walk the customer right through the process and journey to the point to hand back the fully repaired car and complete a follow up review.

This is a wide and varied role, you will be working within the team in the reception office, answering calls and dealing with enquiries, you will be working with the team and following the damged car through the workshop operation, you will be collating information from the vehicle and our customer often working outside for short periods of time, in all weathers that Norfolk throws at us, then, it’s back into the office, transferring the details and begin compiling an accurate damage repair assessment costing using the industry recognised estimating and damage costing system, Audatex.

Following completion of creating the accurate damage assessment, it is then sent electronically to the insurance company or accident management company who you are working with in order to agree and obtain authority

As part of the Customer Management you will be trained to follow the process and progress of the vehicle repair and be monitoring the claim through every stage, as it moves through the claim cycle and workshop during repair, you will be communicating and updating the customer every two or three days, then when the repair is complete you will be organising collection or possibly delivering the vehicle back after repair, you will always following the processes and administration trail to ensure we are a top performing team.

You will be trained and coached to understand and be able to handle all aspect of the customer journey from initial contact and collection and delivery of the customers car and the courtesy car, following the repair progress through the workshop updating the customer throughout the repair journey final check off and deliver the repaired car back to the customer.

Full training will be offered in every aspect of this role, from answering the phone dealing with our software programs and you will be enrolled on our internal "Crash Course Program" this so you are competently able to complete a vehicle damage assessment (Estimate) as a priority, this will be done with the support of our centralised estimate compliance team.

Once fully up to speed and confident in the whole process you can expect to be managing a portfolio of 30-50 live customer cases that are at various stages of the accident repair journey.

It is not essential that you have previous experience in the accident repair industry though it might be advantageous if you have worked in a Bodyshop workshop or reception, or you might just have an excellent customer service track record and a desire to have a more involved role working as a valuable team member within the motivated team at Fix Auto (Norwich)

You will have held a full UK driving license for at least 12 months and you will have no more than 3 points on the license

These are full time permanent positions with career development opportunities

Working hours will be Monday to Friday 8am through to 6pm also working every 4th Saturday 8am through to 1pm

Full training will be offered along with an opportunity to become qualified in the Vehicle Damage Assessing and or Business Administration and Customer Service through the IMI Automotive Qualification Pathway

The starting salary will be a minimum of £25,000 per annum with increases based on training development and progression milestones.

You will be enrolled on a departmental bonus that will be worth between £1000 and £3000 per year based on team performance.

The overall package should deliver you within the first 12 months of being in the team £25000 to £27500 as a starting package.

This opportunity to work in one of the regions leading accident repair centres, you will be working within a business that holds some outstanding manufacturer approvals that include Mercedes Tesla Volvo & Polstar, a company that is specialist in technology based vehicles, Electric Vehicles are our speciality and with this brings lots of training and career developments opportunities

Pronto Accident Repair Centres are a business that rewards dedicated dependable and reliable employees, we are especially interested in meeting those of you who are search out much more than just a job, we like to discuss opportunities that can deliver career progression that could last you a lifetime linked to an unrivalled earning potential and endless career opportunities.

Upload your CV today and we will be intouch over the next few days.

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Requirements

Confident Communicator

Excellent Customer Service Skills

Motivated and Focused Team Player

Holder of a Full UK Driver License for more than 12 months with less than 3 penalty points

Excellent Computer and I.T. Skills

A positive person with an excellent Mind-Set

Benefits

Training

Coaching

Career Development

On Site Parking

Working in a Professional and Motivated Team Environment

Excellent Opportunities to Develop

Working within a motivated and professional team.