Regional Network Performance Analyst

What we offer

• 38.5 hours per week
• Hull site based
• Competitive salary available at interview
• 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

Purpose

The role of Regional Network Performance Analyst is to effectively monitor and provide repairer and regional performance information, providing feedback to the repair network within your allocated geographical region. Building relationships with repairers and playing a key role in improving the performance of the network on a day-to-day basis to ensure our vehicle repair service is of the highest standard.

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
• Analysis of day-to-day Bodyshop performance of KPIs, capacity, breaches, complaints, league tables based on balance score card (mainstream and triage), cancellations, conversion, CSI, cost and onholds.
• Performing desktop reviews of Repairer performance against KPIs and set targets for improvement for poor performing sites.
• Use data to look for trends in your region that cause friction within the business and work with all parties to reduce that friction, including complaints and job rejections. Refer upwards to Regional Network Controller as required.
• Organising and attending Repairer review meetings to discuss and improve performance.
• Liaise with Regional Network Coordinators with a view to resolving escalated queries. Refer upwards to Regional Network Controller and Regional Business Manager as required.
• Use Nucleus and PowerBI to analyse and assist the Regional Network Controller in forecasting and capacity planning.
• Utilise Nucleus and PowerBI for data analysis and reporting as required.
• Scheduling Repairer Audits with Regional Business Manager and Audit Teams
• Identify and bring to the attention of the Regional Network Controller and Network Manager any cause for concern around potential failure of repairer business continuity.
• Promote and increase compliance within repairers in your region (e.g. Drive, non-OE and green parts, paint, Bodyshop management and other systems (e.g. Autoflow, Lenz, GT Motive, Cortex), GEI)
• Provide support to new Repairers on Systems and Vizion Processes
• Provide monthly performance feedback to all Repairers, including giving credit where its due to well performing sites.
• Use available reports to identify and rectify missing and bad data within the Company's management systems.
• Build and nurture relationships within the repair network to ensure seamless customer repairs.
• 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 reporting requested for departmental, regional or client analysis and management.
• Liaise with designated Regional Network Coordinator 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 Advisors 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.
• 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.

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 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.