Lead Vehicle Damage Assessor

Full Time 40 hours

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. By joining our Auto Services team you’ll become a part of a network of repair centres with one simple mission. To deliver high-quality repairs as quickly and efficiently as possible for our more than 100,000 customers. As we look to the future, you can look to yours too. From technical capability to customer relations, here you’ll find a place where you can really thrive. We’ve got this!

What we’re looking for:

The future is ambitious now the technologies used in Body Shops are evolving every single day, which is really helping us re-shape vehicle repair industry. That’s why we’re excited to be growing our teams and looking for people to join us as a

• Lead Vehicle Damage Assessor

All roles are at the heart of our Auto Services business and you’ll need be enthusiastic, upbeat and committed to delivering the best repair service. As a Lead Vehicle Damage Assessor, we want you to bring your previous experience, skills and knowledge to the team. Working as a team leader to a team of VDA’s, building vehicle repair estimates in line with volume and cost control requirements to our very high standards as well as working to tight deadlines to meet our customer’s needs.

What we are looking for:

Deliver a best in motor repair service to DLG customers, providing strong leadership to the department of Vehicle Damage Assessors in order to deliver site performance, financial, operational and customer targets. Empower the team so that they are a high performing, engaged and fully accountable team that delivers excellence in vehicle assessment and the delivery of all business targets. Implement best practice for your department to ensure the business is protected and operational process & procedure is standardised.

Actively lead the team by encouraging and building high quality reciprocal relationships within site, region and group in order to encourage collaboration and create excellent site partnerships that will deliver operational excellence and an enhanced customer experience.

What you’ll be doing:

Managing Customer Expectation

Deliver an outstanding customer experience, CONNECT with the customer and deliver on agreed expectations. Create a customer focused culture that will support the delivery of our customer measures of speed, quality and ease

People

Drive and lead your department of VDAs to perform highly, striving for success, continually improving the team’s capability and level of people engagement. Deliver this through role modelling and by living the company values.

• Use the performance and development framework to set clear and stretching expectations for the team. Regularly discuss progress utilising Huddle board against all aspects of an individual’s performance including values, development, coaching, recognising success and addressing shortfalls.

• Contribute to a proactive resource plan including recruitment and leave management.

• For the team ensure excellent team communication including responsibility for communicating technical updates, high standards and adherence to all people practices, processes and policies driving improvement in all people metrics.

• Recognise success of the team to help inspire and motivate continued high performance.

• Collaborate with your colleagues and the wider business developing self to maximise your full potential in the role.

• Create a culture where diversity and difference are accepted and adopted in line with our Bring All of Yourself to work value.

• Lead the assessment of vehicle throughput duration (estimated to WS complete)

• Achieve overall cycle time and Direct Line Group 7-day business targets.

• Ensure an effortless customer experience by delivering accurate and timely feedback to the Site Manager, Production Manager, Parts Team Leader and Customer Services team leader

• Right First Time Approach

• Deliver right first-time high-quality assessments in line with business targets and claim volumes

Parts Cost

Deliver and take ownership for all Parts Cost and commercial targets for the role. This will be delivered by the following:

• VDA dept. – achieve; parts cost, paint & materials and repair over replace through daily monitoring, calling out issues to SM and PM.

• OPEX – Drive quality on a right first-time assessment basis to minimise impact on supplementary spend and sub contract usage.

• OPEX – Manage and achieve a below plan spend on the VDA department overtime and downtime.

Total Loss

Deliver and take ownership for all Total Loss targets for the role. This will be delivered by the following:

• VDA dept. – achieve; total loss ratio target through daily monitoring, support VDA dept. with RVT utilisation.

Mentor

Drive and lead Technical Graduates to perform highly, aiming for success, continually improving the Graduates’ capability and level of people engagement. Deliver this through role modelling and by living the things we value. To achieve this:

• Supporting development and regular discussion against all aspects of an individual’s performance including values, development, coaching, recognising success and addressing shortfalls.

Site Contribution

• Ensure contribution to daily production meetings, raising issues and concerns.

• Actively support the implementation of all change initiatives within the site acting as a role model for your team.

Health & Safety

To protect ourselves, and others, own and address the risks involved in running our business appropriate to role. Deliver best in class standards of compliance in line with the DLG risk framework.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• Employer contributed pension
• Annual company bonus
• Discounts on Insurance products
• Generous holiday allowance
• Flexible benefits package including optional health and dental insurance
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more

Direct Line Insurance Group is now owned by Aviva Plc.  If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Solus Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus, incentive and pension arrangements. 

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