AddressAbbotsford Body Repairs is a prestige and late model vehicle smash repair specialist. Having been in business for more than 50 years we pride ourselves on our industry reputation and longstanding relationships amongst the major insurers.
We are seeking a Client Relations Manager with a strong insight to the vehicle smash repair industry to join our friendly and dedicated team in our Abbotsford Office.
Role purpose:
The Client Relations Manager plays a pivotal role in Abbotsford Body Repairs by leading our customer service strategy and ensuring strong communication outcomes and work throughput efficiencies to deliver exceptional customer service.
The role is responsible for the daily oversight of the business customer service functions whilst partnering with management to ensure that exceptional service and aftersales service is delivered to our customers.
The Client Relations Manager drives continuous improvement, from managing escalated issues to implementing strategies for enhanced customer satisfaction.
Key responsibilities:
- Develop and implement CUSTOMER RELATIONShip strategies to improve quality of service and customer satisfaction;
- Lead the achievement and maintenance of agreed customer service levels and standards;
- Analyse operational outcomes within the business that directly impact the customer experience including parts flow and customer timeline communications;
- Review vehicle workflow and communicate effectively with other departments including trades, service consultants and clients to ensure optimised throughput of each vehicle and workshop safety;
- Review and implement Suncorp policies, programs and procedures to meet insurance stakeholder client satisfaction;
- Provide customer service-related training, feedback and updates to all relevant team members across industry based associated platforms including but not limited to ibodyshop and Audanet;
- Monitor the customer experience chain and implement customer follow up procedure where needed to review customer satisfaction and ensure retention through aftersales service;
- Review processes and implement efficiency projects to streamline processes and practices;
- Recruit customer service staff when required
About You:
- Bachelors Degree in Business or other highly relevant field;
- At least 18 months relevant work experience within the Automotive Smash Repair industry, including leadership experience in this context;
- Excellent communication and interpersonal skills, including the ability to deliver professional customer service in all interactions;
- Ability to manage multiple priorities and meet required timeframes;
- Strong leadership and team-building abilities;
- Strong computer literacy with proficiency in industry-based platforms ibodyshop and Audanet;
- Customer centric mindset with a passion for delivering exceptional service;
- Strong business background to ensure a thorough understanding of industry based quoting/CRM/accounting software.
Applications will close on 8th June, 2024
