Job Description

What we offer

Hull, site based 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) Starting salary: 25,225 Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme 21 days annual leave Additional birthday holiday Holiday purchase scheme Performance based salary increments Fun Company events and functions Free parking Monthly free food days Close to shops and amenities Reward and recognition

Who we are

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.


Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.


We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and


talents of our people.


Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

Purpose

The Regional Network Coordinator is responsible for allocation/reallocation and progression of vehicle repairs within a specific geographical region from initial contact, to repair handover and aftercare as required, keeping in close contact with all key stakeholders throughout the repair process to ensure all SLAs are maintained and adhered to. Working within a regional team, you will build effective partnerships with repairers, leveraging those relationships to improve and maintain the highest level service for the Company's customers and clients.

Role Profile

Ensure that you are kept fully up to date with Insurer/Client SLAs and understand the KPI's the repairers are to adhere as a Vizion Member Efficiently and accurately process and allocate repair notifications within SLA using the in-house management system. Analyse damage, incident circumstances, and vehicle specifications to assign repairs to appropriate supplier or escalate to the Fast Track Total Loss Team when needed. Resolve allocation delays and courtesy car related issues. Ensure all customers are kept adequately updated where there is a reallocation delay. Collaborate with the Regional Network Controller to place challenging or repeatedly rejected cases with a suitable supplier. Work to improve the first-time acceptance ratio and reduce multiple rejections in collaboration with the Regional Network Controller. Provide investigative feedback on repairs to the senior management team and clients as necessary. Progress customer claims within the company's management system meeting internally agreed SLA's. Manage daily tasks driven by the system as well as other ad hoc tasks assigned within agreed SLA's.
Monitor and manage supplier performance metrics, breaches, and lations on a day-to-day basis. Build and nurture relationships within the repair network to ensure seamless customer repairs. Act as a point of contact for repair network members, clients, customers, and team member, providing progress updates as needed. Handle incoming calls and emails and act promptly, and professionally, addressing inquiries and actions efficiently. Monitor personal and general inboxes and promptly handle emails. Record all client issues and feedback to the Line Manager and the Management Team. Assist with requested for departmental, regional or client analysis and management. Liaise with designated Regional Network Performance Analyst and Regional Network Controller and any other departments for assistance and resolution. Work towards achieving set daily/monthly/annual targets provided by your Team Leader/ Line Manager. Assist with other Co-Ordinator's caseload as and when requested to ensure full-service provision. Attend daily buzz calls to discuss regional performance, outstanding allocations, and any other region- related issues. Ensure accurate and detailed recording of all information in management systems for comprehensive audit trails. Utilise available reports to identify and rectify missing and "bad data" within the Company's management systems. Provide support to new Repairers on Systems and Vizion Processes. Promote data security and adhere to strict DPA and information security standards. Adhere to Company Policies and Procedures consistently and align with client values in all duties. The completion of duties as required from time to time by the Management Team Manage complaints in line with policy, capturing comprehensive information for reporting on Expressions of Dissatisfaction. Promote exceptional and friendly service to enhance the business image for both the company and clients. Fulfil additional duties as required by the Management Team.

Person Specification

Experience working within the Repair/Insurance industry is desirable. Prior experience within customer service with exposure to effective communication with clients/Suppliers/customers is essential First class communication skills, including the ability to convey complex information clearly and concisely. Exceptional attention to detail for accurate claim processing and data management. Relationship building skills to nurture repair network connections and liaise effectively various stakeholders. Adaptability and flexibility to work within a dynamic, fast paced environment. Ability to work to agreed deadlines, targets and objectives. Collaborative team player with a cooperative and supportive approach to achieve shared goals. Strong organisational skills with the ability to manage and prioritise tasks efficiently. Problem solving abilities, particularly in resolving allocation issues, and progression queries. Good decision maker Customer centric mindset with a commitment to providing a first-class service to customers and repairers, maintaining a positive business image. Proficient in using in house management systems. Good knowledge of Microsoft Office Packages, including Power Bi.
To apply please send a copy of your CV and covering letter to recruitment@vizionnetwork.co.uk