Join us as we sit down with Sean Harper, Fleet Supply Chain Manager at S&G Response, to hear about his experience within the industry, thoughts on our tailored accident management and response services, and how he expects S&G to grow over the coming years.
Q. Hi Sean, could you start off by letting us know how long you’ve been with S&G Response?
I have been with S&G Response for exactly ten years next February of 2024.
I can remember my first day like it was yesterday however you have made me question where the last ten years have gone.
Q. And what was your prior experience in the industry, what led you to join us?
Prior to joining S&G Response I was Repair Network Manager at AI Claims Solutions for twelve years focusing on performance management and service innovation.
I also spent time working for the Retail Motor Industry Federation and the National Association of Bodyshops as well embarking on a start-up business focusing on the day-to-day training and compliance needs of the modern Bodyshop.
Q. What was it that made S&G Response stand out to you as a great place to work?
Very simple answer, technology, people, and culture. I have always been involved in performance management and exceeding our partners key performance indicator expectations and I strongly believe in the role of technology as an innovator in providing a seamless claims journey for our referring partners and supply chain partners.
As well as technology, culture was a crucial factor that made S&G Response stand out as a great place to work for me.
The company is built on a foundation of Teamwork and doing the right thing, first time and every time.
We remain one of the only privately-owned third-party administrators within the sector and having the Directors within the business ensures change can happen fast and for the right reasons.
Q. Could you tell us a little more about your role as Fleet Supply Chain Manager. What does a typical working day look like for you?
As you know, there is never a typical day in the world of the Motor Supply Chain.
Our supply chain team has expanded significantly over the last twelve months to ensure we deliver in a changing marketplace. The first part of my day is always focused on ensuring the internal and external Teams are all happy and performing to the best of their ability.
The remainder of my time is spent working with the rest of the management team ensuring we deliver the corporate strategy that has been agreed and laid out by the S&G Response board.
Q. What would you say is your number 1 favourite thing about your job?
Change and innovation always. In some industries people are not comfortable with change however I’m genuinely proud of my team and their ability to work with innovation and change daily for the greater good of S&G Response and our partners.
Q. What do you think it is about S&G Response that really set us apart from others in the market?
S&G Response are extremely professional at every level, and we are a friendly company to deal with. We are privately owned, and the Directors are available within the business for a quick and easy decision enabling change when required.
Q. Thanks, Sean. S&G Response has strong nationwide panel, how long has it taken to build that panel up?
We have an excellent nationwide panel that carries surplus capacity to ensure we manage all existing clients as well as all future growth plans.
We started out with a modest 172 Car and LCV repairers and 35 HGV repairers in 2014/15. We are currently at a very strong 350 Car and LCV repairers and 66 HGV repairers.
We have 150 wheel repairers along with three mobile HGV networks and one single same day repair network for Cars and small LCV’s.
We also have two stand-alone property repair networks managing all our non-vehicle related damage, coupled with our loss adjusting requirements.
It’s been a long and deliberate journey and we are proud of the networks that we have.
We are particularly proud of the fact that our partners have been with us since ‘day 1’ and they continue to support us giving us industry leading VOR and NPS scores respectively.
Q. What do you look for in particular when it comes to new panel members?
There are several hard and soft requirements that we look for when it comes to new panel members. Fundamentally we are looking for partners who share our drive and passion for adopting the correct technology and culture as well as the highest levels of repair quality with a clear and simple history footprint within every single repair.
Vehicle technology is changing and becoming more complex daily, and all our shops have to be BS10125 accredited. We have to link electronically with all partners and there has to be an openness and transparency when it comes to performance, compliance and continual improvement.
Q. What have some of the challenges been in your role this year as Fleet Supply Chain Manager?
I have worked within the motor Supply Chain for twenty-five years and I can honestly say I have loved every minute. I can also honestly say that the last twelve to twenty-four months have been the hardest by a very long way.
The long list of factors that are exerting pressure in our space range from:
- Inflation/rising costs.
- Mobility issues.
- Back-order parts.
- Cost-of-business crisis.
- Decarbonisation plans to electrify fleets.
- Supply chain backlogs.
- Shortage of skilled labour.
- Aging workforce.
Q. How are you and your team working to overcome these challenges?
The supply and demand curve has changed considerably over the last twenty-four months and we have to be as innovative as possible and as collaborative as possible with our supply chain to ensure we remain relevant ahead of our peers.
We have never talked and listened as much to our partners as we do now. From weekly network calls and best practise training sessions to quarterly performance reviews as well as on site audits that have been built to help and raise the bar for repairers all go together to ensure we overcome these challenges.
In addition, we have changed the way we allocate over the past twelve months to ensure we allocate to the best possible repairer based on a host of criteria ensuring that we allocate and place the repair to an accepting repairer in the shortest possible time frame ensuring the repair process commences as early as possible.
We have also introduced a unique parts team that has access to all main dealer part availability for the entire UK and Northern Ireland. If a part is available, our Teams will find it and order it.
Q. What would you say the opportunities are to improve and expand on our current S&G Response services?
We are constantly improving, and I don’t think that will ever stop if I’m being honest.
Our main head office is in Wilmslow, but we have just opened new offices in Halifax that are going from strength to strength.
The introduction of the new allocation and parts teams, as well as significant growth in our Field based team is evidence that we are always trying to improve.
In the last twelve months we have recruited an additional two Repair Network Managers as well as another standalone auditor.
Q. Excellent, thanks so much, Sean. Now for our final question, how do you maintain such a great relationship with the entire S&G Response supply chain?
Communication and delivery are key to the strong relationship, working closely with my team and the business allows me to provide sustained outcomes in the ever-changing motor sector.
The business has the flexibility to allow me to analyse data and obtain director approval moving quicky with the supply chain to support where required.
As the supply chain is a moving section of the business, I need to make sure that not only do we communicate out as a business but also our partners know they can discuss matters ensuring we are all on the journey together.
To explore our career opportunities at S&G Response, browse our latest vacancies here. Or, if you’d like to find out more about our tailored accident management and response services, reach out today to speak to our team.
