Network Support Coordinator
This is a crucial role in achieving cost-to-serve targets and ensuring repairers meet their service level agreements. The Network Support Coordinator will assist in tracking repairer performance, managing salvage opportunities, ensuring data integrity within the Solvup system, completing audits on invoicing costs, and working with repairers to ensure they are following agreed processes.
About the Role
* Assist in the coordination and onboarding of new repairers.
* Serve as a support contact for repairers' inquiries.
* Maintain accurate and up-to-date records of repairer contracts and documentation.
Main Responsibilities
1. Network Management Support:
o Coordinate and onboard new repairers.
o Support repairers with inquiries and provide guidance.
o Maintain repairer contract and documentation records.
2. Research on Network Gaps:
o Analyse data to identify opportunities and gaps in the repair network.
o Support strategic planning to optimise network coverage and efficiency.
3. Quality Assurance:
o Conduct regular quality checks, reviews, and prepare performance reports.
o Implement feedback and improvement plans for repair agents.
4. Customer Enquiries:
o Support customer service and case management teams by handling repair-related enquiries and escalations.
o Ensure timely and effective resolution of customer issues.
5. Data and Reporting:
o E nsure accurate case data collection from repair agents.
o Maintain and update the Solvup system, identifying gaps and ensuring data integrity.
o Prepare regular reports on network performance and key metrics.
6. Contracts/Legal:
o Provide correct and complete data to the contracts team for accurate contract management.
o Ensure all legal and compliance requirements are met and documented.
7. Administrative Duties:
o Organise quarterly meetings with key OEMs and high-volume repairers.
o Support the compliance team with annual audits of repair centers.
o Maintain up-to-date records of repairers' public liability insurance and relevant qualifications.
o Review and approve invoices from repair agents.
Requirements
* Minimum 2 years of experience in a customer support or administrative role.
* Experience in a fast-paced environment with an ability to manage multiple tasks simultaneously.
Skills
* Strong organisational and time-management skills.
* Excellent verbal and written communication skills.
* Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Benefits
* Paid volunteer day and community involvement.
* Monthly allowances for phone/internet, wellness, and professional development.
* Access to comprehensive mental health resources.
* Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
* Regular company socials to celebrate our collective achievements.
About Us
* We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace.