Damage Recharge Agent/Maintenance Controller Required For National Vehicle Hire Company - Manchester
Our client a National Vehicle Hire Company in Manchester is looking for a Competent Damage Recharge Agent for their busy National Recharge Team.
Working as part of a team, you will be managing recharge opportunities. The role of a DRA is to ensure that all genuine recharge opportunities reported both mechanical and bodywork are captured, documented and passed on to the customer. This is to be done within the guidelines issued and using the processes and procedures that are in place whilst maintaining an excellent relationship with the customer and providing the highest level of service
This is a high profile and very busy team that manage prestigious national contracts, so an attention to detail and the ability to work in a busy environment is essential.
The candidate our client is looking for will have previous customer service experience, in either a planning or operational role and has ideally worked in a similar role within the industry.
Your duties as a Damage Recharge Agent will include
To control the Damage Process for all Fleet and external customer fleet. Including controlling costs for the expenditure on a varied range of equipment and contracts within an agreed spend limit
To facilitate in all matters of a technical nature that are or maybe in query due to the cost or quality of repairs, ensuring best value cost & quality levels are achieved for all customers
Identify damage recharge opportunities from Off Hires, Defects Reported by Customers & Repairs carries out during routine maintenance
Ensure of validity of claim and transparency in Profit Margins
Gather all evidence and prepare damage packs, photographs and estimates for customers and ensure that effective communication is carried out both internally and externally
Document each incident so there is evidence to back up our recharge claim
Manage the LOU process so clear instruction is provided to customer and hire departments with regard to charges and timeframes.
Obtain order numbers from customers and negotiate, within the given parameters, where necessary to ensure that maximum recharge value is achieved with customer
Invoice customers once agreement has been given
Resolve all queries within a given time frame
Liaise with internal departments and or external vendors to return the vehicle to hire/rental fleet within agreed time-scales
Effectively communicate internally and externally
Ensure Key Account Customers and internal Management are regularly informed of call progression/ development through to satisfactory resolution
Manage the progress of all Key Account customer calls and escalate as appropriate, ensuring that all calls are managed to a satisfactory resolution by means of end-to-end management and within agreed customer SLAs
Cost control, balancing customer requirements with commercial awareness.
Customer satisfaction and response times within guidelines
Ensuring damage packs are constructed transparently within agreed time-scales
Incident management, meeting agreed timeframes for repairs
Transparent LOU - Vehicle off the road/non-available time
Effectively manage through to resolution any incident/complaint that may arise
Controlling Open WIPs
Cost vs Revenue control
Auditing of depots to ensure compliance
Adhering to all SHB processes and procedures
Accurate and up to date records
Demonstrate as an individual living the values
Applicants must be able to demonstrate
Prior experience of controlling damage recharge or demonstrable experience within the vehicle industry
A good general level of vehicle knowledge
Business standard IT skills, including Microsoft Outlook
Excellent communication and customer care skills
A good standard of written and spoken English
A tenacious, enthusiastic, and flexible disposition.
Good self-starter with the ability to multi-task
Ability to work well under pressure in a team environment
Ability to work well as part of a team, and also on their own when required
Be a well organised individual with excellent time management and prioritisation skills