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Baylis Accident Repair Centre

​Baylis Accident Repair Centre is the leading Accident Repair Group in the Gloucestershire area, offering a comprehensive accident repair solution. We have two manufacturer approved Accident Repair Centres located in Gloucester and Cheltenham. However, we are also able to look after many post codes in South Gloucestershire, Worcestershire, Herefordshire and Wiltshire.

Both branches hold the BS10125 - BSI Kitemark Standard. We ensure the vehicle is repaired right the first time, every time. The estimating team are qualified to VDA standard and fully trained on the Audatex system. Our workshop team is fully trained to ATA standards in either Senior Panel, Senior M.E.T or Senior Paint.

Baylis is an environmentally aware company with recycling in all areas of the business including plastics, metals, oils, paper and cardboard.

We recently relocated the Gloucester branch to a much larger, 23,000 sq ft, facility that doubles our capacity. The new facility allows for a much more efficient work flow and includes the latest technology including a four-bay STL Fast Track booth, UV paint technology and IRT allowing rapid same-day repairs - further reducing key to key times.

Therefore, we are looking for new contracts to expand the insurance element of the business. We would like to invite you to contact us to discuss how we can help you and your customers, but in summary:

​Why should your customers use us?

• Contact within one hour of receiving notification during normal office hours
• Four recovery vehicles for collection and delivery within 24 hours
• Convenient repair estimating - fully utilising customer self-imaging where convenient
• Courtesy car availability – manual and auto cars under one year old (subject to policy terms and conditions)
• Alternative transport can be arranged via an integrated solution with ERAC
• Collection and delivery service
• We use only genuine parts (unless instructed to use alternative)
• Progress report to the customer whilst the vehicle is on site by our friendly bodyshop staff – by phone, SMS, customer portal or email
• The vehicle will be returned to the customer cleaned inside and out
• Vehicle replacement scheme from our vast stock of new and used vehicles at nine Baylis dealerships

What can we offer you?

• Estimates, completed using Audatex, will be with your engineers within the agreed SLA
• Credit Account facility (subject to credit check)
• Competitive average repair cost
• We have a ‘repair-not-replace’ attitude, employing the latest repair equipment (e.g. miracle pull, nitrogen welding for plastics, headlamp lens repair, etc.)
• Invoices sent to you within your agreed timeframe via email, Auda-invoice or post.
• Key to Key average 5 days – reduced cycle times enabling you to get your customer back into their car as soon as possible
• Easy vehicle tracking information via the Autoflow management system - CAPS enabled.
• High levels of customer service.
• Manufacturer approvals – Vauxhall, Chevrolet, Peugeot, Citroen, DS, MG, Toyota and Lexus
• Peace of mind coupled with reduced costs

We regularly review KPIs in our monthly Management Accounts and also at the coal-face (key to keys, customer satisfaction, customer complaints, estimate conversion, etc). Standards are maintained and best practice is promoted by way of the Group Accident Repair Centre Manager.

We have a comprehensive complaints procedure that is administered at Group level and regularly reviewed, and outcomes challenged, by the functional director. Emphasis is given to corrective actions to avoid similar problems happening in the future. It is pleasing to report that the accident repair division receive very few complaints.

The bodyshop team have always been very flexible and able to cope with increased demands. When required we implement a shift system to maximise resources and minimise key-to-key time.

Being part of a franchised motor group Baylis Accident Repair is ideally placed to grow the business and enhance its services to customers and their policy holders.

People – An Engaged Team

We are very proud of our people and grateful for the hard work and dedication they put into their jobs. The majority of them have been with us for many years (70% over 5 years) – we can trust them to do a good job as they have years of experience coupled with the training and coaching provided by the company.

We hand pick new employees who have a good reputation in the trade and we believe will fit into the customer focused culture we demand. All new employees take part in a companywide induction programme, including Health & Safety training and a welcome session hosted by our in-house skills coach. The Leadership Team (made up ofthe five company directors) also join the welcome session – it is their opportunity to ensure all employees get the same customer focused message.

The ARC management team has over 130 years of bodyshop experience between them andhave been employees of Baylis for many years – the longest serving being 30 years and the shortest 5 years.

All staff take part in a quarterly one to one session that includes a 360 feedback for the manager – this helps to keep good relations with the team and provides regular focus on the company aims.

We also take part in an annual employee engagement survey run by the Best Companies organisation on behalf of the Sunday Times’ Top 100 Companies to Work For. We are proud to have achieved ‘one to watch’ status for the first few years and very please with increasing to a ‘one star’ company in 2019. The latest results can be found here:

https://www.b.co.uk/company-profile/?61341

Customer Satisfaction

We make no bones about the fact that we’re a customer focused company – as part of a larger group of Vauxhall & MG franchised retailers we are committed to delivering the best service possible.

We have many different satisfaction surveys carried out by the vehicle manufacturers andseveral of the work providers that the have approvals for. Where customers don’t receive a survey from one of them we will send our own using the independent customer satisfaction platform provided by JudgeService©.

Customer comments are provided daily and are reviewed by the management team and directors – almost all are positive and these are shared with the ARC team where appropriate.

Regular reviews with several key accounts provide us with lots of positive feedback and the knowledge that we are doing a good job.

However, we’re not immune to negative comments and we welcome feedback and the opportunity to put things right – we appreciate that our customers are also your customers and a bad experience may reflect on you. All JudgeService© feedback is channelled through the Group’s business development centre who, on the receipt of negative feedback, will raise a Corrective Action Report (CAR).

The CAR process is our way to ensure all complaints are dealt with and documented with a focus on avoiding the situation happening again.

Training and coaching is provided by the management team alongside an in-house skills coach. The coach provides regular one to one sessions with the staff to ensure company standards are being met. Where problems come to light from customer feedback the coach will be employed to retrain where required.

For further information please contact the group ARC manager, Dave Stokes – 07812 559765; dave.stokes@baylis.uk.com.