Site Manager - DLG Auto Services

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

What being a Site Manager involves

This role is based at our Glasgow site.

Deliver the best in class motor repair service to DLG customers, providing strong leadership to drive site performance and achieve or exceed all financial and operational targets. Empower the site so that they create a robust, engaged and fully accountable team that delivers perfection in health & safety and the delivery of all targets. Implement standard methodology at a site level to ensure the business is protected and operational process & procedure is standardised.

Lead our people in a way that supports working reciprocally across our sites. This will ensure that we deliver our strategic objectives, our operational targets and extend DLG's customer reach and customer experience. Lead all change initiatives within the site, acting as a role model for the site leadership team.

What experience and skills will you need

Health & Safety

To protect ourselves, and others, own and address all of the risks involved in running our business. Deliver premier standards of compliance in line with the DLG risk framework including:

• Full site compliance to the health & safety policy, practices & procedures at all times to ensure the health and safety of DLG employees, suppliers, customers and the public as measured through audits, assurance, BSI and other metrics.
• Be responsible for the completion of all relevant administration relating to health & safety reporting and the fulfilment of all vital housekeeping within the site.
• Working functionally with others to ensure that the repair centre blueprint is maintained and delivered within the site, taking dedicated steps to ensure full compliance to external standards e.g. BSI.
• Embed and reinforce a culture where high standards of health & safety compliance are rigorously maintained and protected. Ensure appropriate management of preventable H&S issues taking immediate action where shortfalls are identified and make sure that Root Cause Analysis is completed and any required actions or improvements are effectively delivered.

People

Drive and lead your team to perform highly, striving for success, continually improving the team's capability and level of people engagement. Deliver this through excellent role modelling and by living the things we value.

• Use the performance and development framework to set clear and stretching expectations for the team. Regularly discuss progress against all aspects of an individual's performance including values, development, coaching, recognising success and addressing shortfalls.
• You will build and maintain a succession plan for your team to create a continuous pipeline of talent.
• Build a dedicated resource plan for your team, using DLG central support to deliver a high quality workforce at the right time for the right cost. Follow all relevant recruitment processes.
• Focus team communication to understand the business strategy.
• You will maintain a high standard of employee experience and engagement by understanding your team's motivation. Ensure you understand and address engagement barriers by delivering your team's action plan. Cultivate an environment where DLG is the employer of choice.
• You will ensure high standards and adherence to all people practices, processes and policies driving improvement in all people metrics.
• You will build a culture where diversity and difference are accepted and adopted in line with our 'Bring All of Yourself to Work' value. Ensure that each of our employees are treated fairly, consistently and with respect.
• You will take ownership for the corporate social responsibility agenda for your site to support the overall employee experience.

Customer

Deliver an effortless customer experience, connect with the customer and deliver on agreed expectations. Craft a customer focused culture that will support the delivery of our customer measures of speed, quality, ease and recommend.

• Lead the workshop vehicle throughout duration from FNOL to invoice.
• Achieve all brand whole cycle times and business & marketing propositions.
• Exceed company standards for customer complaint results.
• Drive and lead a deep understanding and interpretation of customer feedback.

Repair Volume

Deliver right first time high quality repairs in line with business targets and claim volumes. Ensuring that your RPT and support to labour measure is achieved. Deliver this by controlling the overall flow from FNOL volumes to output volumes through the site to meet or exceed budget levels. Maintain budget FTE (support and technicians) in order to deliver budgeted results. Deliver repaired/total loss and non converted proportions to maximise DLG Auto Services impact to DLG.

Finance

Deliver all site commercial measures by supervising and taking ownership of all key financial and commercial targets. This will be delivered by the following; COS - cost of sales budget, OPEX - achieve expense target, Revenue - achieve invoiced sales targets by volume in proportion to budget and be accountable for the site contribution to the DLGAS business planning cycle.

Who you'll work with

We know you've heard this all before, but the culture here at DLG really is something else. We embrace our individuality - you'll see it in the way that we think and work, it's all about ensuring you can enjoy making a contribution, have some fun and be yourself in every aspect. We encourage each other to be the best we can be: no opinion goes unheard, no achievement goes unrecognised, and no idea goes unknown - we even reward you for them! We encourage our people to work together, aim higher and to be the best they can be - for customers, colleagues and the business. It's an indefinable 'DLGness' that makes us who we are, and we'd love for you to be a part of it.

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:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free travel insurance and 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
• Plus many more

Being 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.