Official Specifications
Role Overview & Mandate
Executive Summary
Contract Type: Regular About Autoglass® and Laddaw® We’re a...
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Contract Type:
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About Autoglass® and Laddaw®
We’re a
recognised
superbrand
and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.
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Job Title: Specials Team Member
People Leader: Specials Customer Team Manager
Business Area: Operations & Customer
Team: Customer Experience Centre
Location: Priory Park, Bedford and your home address
Who we are
Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 30 countries and 6 continents to ensure all our customers receive the best quality service.
Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers.
Our purpose as one of the Belron® group of companies, is making a difference with real care.
Job Summary
This role plays a key part in our Autoglass® Specials customer journey. Working within the Customer Experience Centre, our Specials Team Members own the end to end customer journey from receiving a request from our commercial and agricultural customers, taking it through to completion, liaising with internal departments and external suppliers, providing the highest quality service and standards.
Accountabilities and Responsibilities
Your key accountabilities and responsibilities will be to:
- Identify customer needs, using voice and digital means, gathering the information needed to complete the job right first time
- Schedule jobs to Technicians, ensuring the Technician resource is used effectively and fairly and productivity is balanced with service levels
- Take accountability for stock ordering (sourcing internally or externally where required) and loss reduction, ensuring that stock is available for every appointment
- Identify payment methods (e.g. account), close every job on the day and carry out prompt, accurate completion of invoicing where applicable
- Liaise regularly with customers and Technicians and colleagues to find resolution to any issues that may arise in-day , keeping customers informed
- Support opportunities to increase service levels by promoting value added products and services (VAPS) and general Autoglass® services (e.g. Mobile service, Glass Repair, Lifetime guarantee)
- Understand where applicable, the technical and identification aspects of all products used and take appropriate action to maximise productivity and ensure successful job completion
- Contribute towards effective team working and communication, both internal and external
- Fully understand and take steps to positively impact individual team targets, results, and key performance indicators
- Actively support the team and take responsibility when requested, in the absence of the manager or other key players
Skills, Experience and Qualifications
IT skills (competent level)
Customer service experience and mindset
Problem solving skills
Communication and influencing skills
Good understanding of business operations
Scale of the role
The Specials Team Member will work with multiple Specials Technicians, covering a large geographical scale, to ensure working nationally ensuring that the techs are productive and all jobs completed.
Key stakeholders
Our Customers, Our People, Society and Financial (fit for growth) are our key stakeholders as a business. The specific key stakeholders for this role are:
- Supply Chain
- Field Operations Manager
- Concierge Team
- Billing Validation Team
- Customer Services
- Customer Accounts
- Sales Team – Business Managers
Training
You will be required to complete regular mandatory training to keep your knowledge up to date in the following areas:
- Equality and Diversity
- GDPR, Data Protection and Information Security
- Bribery Act
- Modern Slavery
- Manual Handling (injury at work)
- Health & Safety (DSE assessment etc)
- Vulnerable Customers
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Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at
recruitment@belronuk.com
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