Motor - Team Manager

What will your day look like:

• Lead, coach, and develop a high-performing team of Repair and Total Loss Settlement Handlers, fostering a culture of accountability, collaboration, and continuous improvement. 
• Conduct regular performance reviews, providing constructive feedback and identifying training needs to support individual and team development. 
• Oversee the end-to-end repair progression process, ensuring timely updates to systems, effective resolution of cases, and adherence to service level agreements (SLAs). 
• Monitor and manage repair backlogs, escalations, and exceptions to maintain workflow efficiency and service quality. 
• Manage storage reports to prevent unnecessary fees for clients by ensuring timely vehicle movement and resolution. 

• Liaise with internal departments such as scheduling, field engineers, and customer service to ensure seamless coordination across the repair journey. 
• Build and maintain strong relationships with external suppliers, including recovery agents, salvage agents, repairers, and repairer networks, to support efficient service delivery. 
• Collaborate with insurers, third-party suppliers, and other key stakeholders to ensure alignment and resolve issues promptly. 

• Monitor and manage repair costs, storage fees, and operational risks to ensure cost-effective service delivery. 
• Track and report on key performance indicators (KPIs), using data insights to identify trends and drive continuous improvement. 
• Contribute to the development and implementation of departmental strategies aimed at enhancing repair efficiency and customer outcomes. 
• Ensure all activities comply with regulatory standards, company policies, and industry best practices. 
• Identify trends and areas for improvement using data and analytics. 

• Ensure a high standard of communication and service is maintained throughout the repair process. 
• Handle complex or escalated customer issues with professionalism and empathy. 
• Drive initiatives to enhance the customer journey and reduce complaints. 
• Attend client meetings to represent the business.  

• Ensure all repair activities comply with health and safety regulations, company policies, and industry standards. 
• Conduct audits and quality checks on repair records and documentation. 

Knowledge and Abilities:

• Proven experience in a team leadership or management role, within a repair, maintenance, or service delivery environment. 
• Strong understanding of repair workflows and customer service principles. 
• Experience in Hire Management 
• Excellent organisational and time management skills. 
• Proficient in using repair management systems.  
• Strong analytical and problem-solving abilities. 
• Excellent communication and interpersonal skills. 

• Leadership & People Management 
• Customer Focus 
• Process Improvement 
• Communication 
• Decision Making 
• Accountability