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Responsibilities
- Inspect vehicles to assess exterior and interior damage and determine necessary repairs.
- Identify collision damage and distinguish between pre-existing and accident-related damage.
- Determine appropriate repair methods and estimate costs for parts and labour.
- Review repair estimates and settlements prepared.
- Document inspection findings with photos, written estimates, and computerised claim systems
- Maintain knowledge of latest automotive repair techniques, materials, and pricing
Measures
- Volume of claims accurately assessed per day/week.
- Reduced cycle time from inspection to settlement.
- Personal productivity.
- Components, materials, and consumables used.
- Partner audit against standards and guidelines.
- Customer satisfaction (CSI).
Key Tasks
Objective: Precision
- Take precise, detailed photos and notes that capture all damage.
- Identify all direct and indirect damage caused by the collision.
- Carefully distinguish between pre-existing and accident-related damage.
- Identify all opportunities to ethically upsell repairs where possible.
- Carry out expert service according to manufacturer approved procedures.
- Adhere to all health, safety, and quality standards.
Objective: Customer Satisfaction
- Complete assigned jobs to an excellent standard (focus is on quality).
- Treat customers with courtesy and empathy throughout the inspection process
- Clearly explain findings and recommended repairs to customer
- Handle vehicle with care and protect personal items during inspection.
- Observe, recognise, and report on any additional/unseen damage as soon as possible.
Objective: Work to manufacturer approvals and highest standards
- Ensure all manufacturer methods, policies and practices are followed to satisfy audits and build upon the professional reputation of the company.
- Submit estimates promptly to keep claims moving.
- Take part in continuing education to stay current on repair methods.
- Ensure all health and safety, environmental and recycling policies, plus all internal policies and procedures are adhered to, focusing on customer needs, and building upon the professional reputation of the retail facility, reporting any concerns to the Workshop Manager.
- Check the condition and ensure the correct maintenance of tools, equipment, and other materials in accordance with company policy.
