Accident management services provider Activate Group has hit the headlines this morning with a double announcement.
Firstly, the firm has introduced a new CEO of its Activate Accident Repair division – Victoria Turner (pictured above). Turner, who boasts extensive experience across the repair and insurance sectors, moves into the role at a time when the group is lining up £15 million to invest in the body shop division.
The move will create more than 750 jobs and involve the opening of 15 technology-led sites.
“We keep a close eye on the market and have taken the strategic decision to build rather than acquire so that our commitment to technology-led services, highly trained teams and focus on the customer experience remains at the core of our offering,” said group CEO Hannah Wilcox (pictured below).
With Turner reporting to Wilcox, Peter Aninch will become COO of Activate Accident Repair to help deliver the roll-out of the new sites under the stewardship of the group’s non-executive chairman Paul Pancham.
The company already has sites in Leeds, Glasgow and Birmingham, and the investment will see it expand to cover mobile repairs.
“We are doing this to look after our customers,” added Wilcox. “By investing and expanding we can deliver even better service outcomes. And with the greater visibility ownership affords, we can drive cost and service benefits through the repair journey offering a greatly enhanced customer experience.”
The division has already achieved an average net promoter score of 78, and even topped 84 during lockdown.
“When we started Activate Accident Repair, we focused on offering the highest standards in customer care and our NPS results suggest that we are delivering on the promise,” said Wilcox.
“We use technology to enhance the customer experience and are putting this at the heart of the operation by integrating Activate Accident Repair’s systems with our other businesses to generate real-time reporting that enhances the overall customer journey.”
Wilcox added that the new sites will be “carefully selected” based on customers’ requirements.
