1. MAIN PURPOSE OF JOB
 
 To serve as the sole contact point for the vehicle policy holder once vehicle arrives at site  To see the job through to completion and invoiced  Ensure parts are fed to the vehicle during repair  Update customer of any changes along the way
 
2. Responsibilities
 
a) Arrange for Clean Courtesy Car prior to customer arrival / collection  b) Greet customer in professional manner and complete all necessary documents c) Evaluate damage against i-image estimate d) Adjust labour / parts where required e) Pass to workshop with the relevant parts for repair f) UPDATE CUSTOMER g) Continually check progress within workshop and advise any changes of ECD to customer h) Quality Check and ensure that vehicle repairs are complete and car ready for collection  i) Add to Advance and complete final estimate if required j) UPDATE CUSTOMER k) Arrange collection / delivery and ensure all paperwork is ready for completing on handover l) Parts Check. Return all unused parts and raise final invoice m) Add to target cost spreadsheet and insurer portal n) Ensure CSI form is completed on handover / driver completes on delivery o) Review CSI and act on negative feedback p) Close job 
 
3. RELATIONSHIPS AND PERSONAL ACTIVITIES
 
a) Directly responsible to Area Manager or Centre Manager. b) Relationships with:  All other Bodyshop personnel.

 

 
3.1 Flexibility: The Company reserves the right to: a) assign to you duties of a different nature either additional to, or instead of, those specified; and/or  b) require you to perform services without further remuneration (unless otherwise agreed). However, you will not be assigned duties or required to perform services which you cannot reasonably perform, or which are inconsistent with, the position you hold.
 
Under no circumstances must you attempt to perform a duty for which you have not been trained or are qualified to do.
 
3.2    Honesty:  You are required to carry out your work faithfully and diligently.
 
3.3 Whole Time & Attention: During working hours, you must devote the whole of your time and attention and ability to your duties.  
 
3.4 Co-operation: All employees are expected to display a high standard of teamwork. They should co-operate in undertaking the work of absent colleagues or in assisting in other departments where the workload is particularly high.
 
4. LIMITS OF AUTHORITY
 
None.
 
5. EXPERIENCE, QUALIFICATIONS AND TRAINING
 
a) Pro-active and customer focused. b) Well organised with an ability to multi-task. c) Ability to show “ownership” for workload. d) Good attention to detail. e) Time management skills and ability to work to deadlines. f) Confident telephone manner. g) Upbeat and friendly personality. h) IT literate. i)      Knowledge of Advance Bodyshop System an advantage but not essential.
 
6.      MAIN JOB FUNCTIONS 
 
a) Load claim referral onto Advance system. Identify if vehicle is immobile or not.  Confirm with customer if they have any other ‘private’ work they would like to be done/estimated on their vehicle.

 
Customer Liaison Manager  Job Description v1 June 2014
b) Contact the customer – be aware of Service Level Agreements in line with current insurance partners. c) Check all courtesy car requirements, which should be signed off by Bodyshop Manager.  If the vehicle is a total loss, the Hire vehicle can be signed off by the Estimator for 3 days only. d) Send customer Booking In letter. e) Create file, write reference by Advance upon the top right hand corner of the referral letter and file. f) Day before car due in – check whether a courtesy car is available.  Confirm to customer approximate time their vehicle will be collected and courtesy car delivered to them liaising with the Transport Department. g) Arrange Booking In pack for Transport Department.  Confirm to customer the Excess payment required, before repair is undertaken, and details of VAT reg, and how payment can be made. h) On return of Booking In pack, i.e. vehicle is on site – collect excess payment.  Raise invoice/receipt and send copy to customer and file copy in invoice file. i) Mark system that vehicle is on site.  The system sends a prompt to the Estimator and a text to the customer to confirm vehicle on site (if mobile number is provided).   j) File customer paperwork. k) Chase estimate and update customer.  Set up a prompt on the system.  SLA 24 hours l) Update customer.  Log on the update report how frequently the customer wants to be contacted and in what format they want to be updated (phone calls/text/email, etc).  Check excess has been paid.   m) Update customer.  Check excess has been paid. n) Quality Control.  As soon as the vehicle has been QC checked, the system sends the handler a prompt. o) Arrange Booking Out pack to include courtesy car details, insurance company feedback form, liaise with the Transport Department to ensure all paperwork prepared and ready.  Check excess paid.  THE EXCESS MUST BE PAID BY THIS STAGE. Arrange courtesy car paperwork.  Arrange guarantee paperwork.  Arrange booking out letter.   p) File customer pack. q) Upon return of paperwork, check satisfaction questionnaire completed and log on system. If any dissatisfaction please make Bodyshop Manager aware.  r) Gain authorisation from Estimator who needs to gain authorisation from the insurance company – 2 days maximum Service Level Agreement or report it to the Bodyshop Manager. s) Produce invoice and send. t) File paperwork. u) When vehicle collected, credit or debit card details needed in case of incurred speeding fines whilst the customer is using the courtesy car.  These details to be kept separately in month order so that the details can be destroyed after a 3-month file.