Junior Repair Control Advisor

Job Description

Our Client is the UKs biggest end-to-end commercial vehicle fleet management business managing and maintaining a fleet of 80,000 vehicles across 65 garages.They are offering an exciting opportunity for a Junior Repair Control Advisor to join the team based at their Birmingham Office.Your role as a Junior Repair Control Advisor will be to promote and encourage the culture of having fun whilst getting results through performance management and in ensuring there is a constant focus on delivering an excellent customer service and in buildingan energetic and engaged Team.To be a success in this role, you will be able to demonstrate passion for your people and be able to evidence how you coach and develop those individuals to deliver an exceptional service to all of our customers. You will have a clear plan on how you will usethe reporting available, alongside the assigned metrics, to create a high performing team with a "can-do, customer first mindset!What youll do* Maintain performance in line with central job standards; actively give and receive feedback on their own performance in line with Rivus Fleet Solutions performance guidelines.* Provide input into your own productivity by means of recording & providing monthly non-core activity information.* Ensure that the work you produce, and the advice you provide meets the quality standards and is in line with local business process requirements.* Keep up to date with Mandatory Training, documented procedures and, if necessary, refer to the Customer Operations Manager for guidance.* Demonstrate a flexible approach in performance of your work within Rivus Fleet Solutions and assist with appropriate level of assigned duties relevant to their skills.* Be responsive to any request to cover any shortfalls in shift rotas by means of volunteering to cover.* Work always in accordance with Rivus Fleet Solutions safety policy and legal requirements.* Actively participate in team meetings and Continuous Improvement, including updating your teams performance board, adhere to the Workplace Organisation 5S guidelines, and contributing to Continuous Improvement problem solving sessions.* Assist with training new team members or multiskilling colleagues and act as an escalation point for junior colleagues.* Ensure interactions with customers and colleagues are respectful and courteous. Conduct yourself with pride, honesty, and integrity to represent Rivus Fleet Solutions in a professional way in line with our corporate values. Play a part in creating a fun andsocial environment.* Be competent at First Notification of Loss (FNOL) accurate data capture with a specific focus on driver empathy, liability assessment and recording clear and accurate vehicle damage.* Follow Rivus Fleet Solutions and client specific red flag processes to make colleagues and customers aware of critical cases.* Adhere to the vehicle & driver validation process.* Undertake detailed damage triage and deployment of the repair to the most suitable and cost-effective repair solution.* Manage repair deployments to dry repair solutions, prioritising deployments to Rivus Fleet Solutions own assets, including the correct update Rivus operational systems.* Manage engagement with client contacts to obtain approval to proceed with repairs where additional damage is found and then create additional incident records as appropriate.* Manage escalation cases to client contact for support in having vehicles released for repair.* Obtaining repair estimates from repairers within specified SLAs and recording original estimate costs within operational systems.* Progress each stage of the repair in line with specified processes and SLAs until the clients vehicle has been returned and the repair invoice has been processed.* In line with client procedures obtain approval to provide a hire or suitable replacement vehicle, then arrange the hire or suitable replacement vehicle through the Rivus or client nominated provider.* Ensure replacement vehicles are only provided for the duration of the repair or are terminated earlier in line with client instructions.* Attempt the capture of third-party repairs and / or replacement vehicles in line with client processes.* Obtain correct repair invoices & rebate credit notes as needed from approved repairers following repair completion.What youve got* Have good computer skills for inputting data into systems and management of computer-based* applications, ensuring data accuracy.* Be able to demonstrate experience of communication skills and working in a customer service* * Be able to follow set processes to complete tasks.* Be able to work on own initiative and as part of a team to complete work in the required time frame.* Be self-motivated and require little supervision once trained.* Be proactive and organised.* Show empathy and patience when liaising with customers.* Knowledge of the Fleet and/or insurance industry and/or Rivus Fleet Solutions customers.* Knowledge of using lean CI to create and use standard working practices that add value to the customer experience.How youll be successful* An enhanced employer pension contribution rate of between 5% and 10% and pension deductions made through salary sacrifice for tax and national insurance savings.* Comprehensive life insurance* Free eye test vouchers and vouchers towards the cost of glasses (dependent on test results)* Access to My Staff Shop our Rivus benefits portal with 1000s of high street, online, supermarket, cinema, travel and gym discounts.* Financial and health wellbeing programs and support including and employee assistance program* Reward & recognition programs* Agile ways of working for office staff* Long service awards when you reach key milestones* The opportunity to be part of a forward-thinking collaborative team who will focus on your future career and development.Travel throughout the UK will be required on occasion.