Roadside Patrol Team Leader Job at Direct Line Group (Bristol)

Job Description

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. At Green Flag, we understand that breakdowns can turn a good day into a stressful one. By joining our team you’ll be an integral part of our expanding services — the backbone if you will — and enjoy a career with endless variety and a genuine sense of fulfilment. It’s Miles Better. This role will operate on a 50/50 split of both roadside patrol duties and Team Leader responsibilities, as the role develops this may change. You will be contracted to work 40 hours, four days a week, starting on a shift pattern with operating hours between 7am and 8pm Monday to Sunday, with the opportunity to do overtime, you choose. You will be provided with a Green Flag vehicle and start your day from your home.

Job Responsibility

Be proactive and efficient in attending, assessing, and repairing customers’ cars within agreed timescales and make smart decisions and take ownership to meet customers’ demands and get them back on the road as soon as possible
Protect our customers by ensuring to get it right for them and do it in the safest and most secure way
Be responsible for day-to-day remote management of a patrol force team. Including management of individual Roadside Technicians performance and personal development
Identify opportunities and contribute to maximising roadside revenue opportunities whilst meeting the needs of our customers
Own, track and report performance and sustainability metrics to the Area Manager, in accordance with the Green Flag patrol force strategy
Drive patrol performance and ensure performance metrics are consistently achieved across your team
Ensure that safe working practices are embedded at the heart of the Green Flag patrol force
Collaborate with roadside area manager to ensure that any payments by the roadside are processed in line with business procedures and in a legally compliant way
Complete processes to indicate damage on car whilst specifying steps taken to solve the problem and gain signature from customer and complete other vehicle repair related documents
Support the business in achieving Average Claims Cost targets by maximising roadside repairs and minimising additional strokes/recoveries
Ensure the best use of resource to meet customer demands and achieve operational metrics
Oversee safeguarding of the Green Flag patrol force, including but not limited to lone working requirements
Oversee the vehicle maintenance of the Green Flag patrol force fleet
Process any insurance claims as a result of an accident involving a Roadside Technician
Take ownership for all associated people management activities of direct reports such as recruitment, onboarding & induction, leavers process, talent/succession planning, engagement action planning, team cost management and development/career planning
Capacity planning
Evaluate patrol performance and ensure appropriate performance and sustainability metrics are met for your team

Requirements

Suitable experience and qualifications from within the vehicle repair industry, level 3 or equivalent
Be 21 or over for insurance purposes
Develop effective coaching relationships to support the growth of the patrol force and capability throughout the team, providing timely structured feedback on progress and performance
Translate business strategy into meaningful direction and priorities for your team to achieve, providing support and guidance and maintaining clear accountability for the individual
Collaboration with the Patrol Dispatch Manager to optimise the customer claims journey
Develop, sustain, and improve relationships across the extended Rescue Leadership team and associated teams
Awareness and adherence to all Risk, Governance and HR policies and processes

What we offer

9% employer contributed pension
50% off home, motor and pet insurance plus free Green Flag breakdown cover
Additional optional Health and Dental insurance
EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
Generous holidays
Buy as you earn share scheme
Employee discounts and cashback
22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
Company contributions of 9% of your salary towards your pension
Income protection on 50% of your salary for 5 years
Life assurance cover at four times your salary
Free Green Flag breakdown cover
50% off Direct Line Group products in Motor, Home and Pet insurance when you’re named on the policy
Discounts and cashback savings across hundreds of other well-known brands
Flexible benefits scheme
Adjust your income protection, life assurance, and benefits package through our flexible benefits scheme
Salary sacrifice scheme for fully electric and plug-in hybrid cars, and for private dental and medical cover
Enhanced maternity, paternity, shared parental, and emergency dependant leave
Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice
Trained mental health first aiders (MHFA) for support whenever you need it
Volunteering opportunities through our partnership with Neighbourly
Up to £50 a month to match any contributions you make to your local community

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Roadside Patrol Team Leader

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