Estimating - Kate Presnell Bodyworks

Estimating

// Vehicle Assessment & Solutions

Scope and Purpose of the job

Critical in driving sales and ensuring the profitability of the business. Responsible for preparing accurate and profitable estimates, converting them into booked repairs, and ensuring a seamless experience for customers and internal team. With a focus on customer advocacy; involves engaging with customers, insurers, and internal teams, ensuring that repairs are priced correctly, justified effectively, and approved efficiently.

Beyond securing work, this role is also responsible for ensuring a seamless transition from estimate to repair completion. This includes organising converted estimates in a structured, efficient manner that aligns with production schedules, sublet bookings, booking requirements, and parts availability, ensuring jobs flow smoothly through the workshop.

Essential skills

  • Sales & Customer Conversion – Ability to convert estimates into booked repairs by building trust and rapport with customers.
  • Strong Communication & Negotiation – Confidently negotiate with insurance assessors to secure fair repair outcomes and overcome diversion tactics.
  • Attention to Detail & Accuracy – Ensure precise estimating, documentation, and repair planning to maximise efficiency and profitability.
  • Process & Workflow Management – Seamless organisation of estimates in a way that ensures a smooth transition from conversion, through to job completion.
  • Technical Knowledge – Understanding of vehicle repair procedures, OEM standards, and parts procurement processes.
  • Resilience & Problem-Solving – Ability to handle pressure, manage objections, and find solutions to challenges in a fast-paced environment.
  • Team Collaboration & Stakeholder Coordination – Work effectively with production teams, suppliers, and stakeholders to ensure seamless job execution.
  • Software & Systems Proficiency – Ability to use estimating software, parts ordering systems, and internal workflow management tools.
  • Commitment to learning and self development – Willingness to continuously improve skills, stay updated with industry advancements, refine estimating and negotiation techniques and eager to participate in company training programs.

Uniform to be worn and professional and clean appearance to be maintained at all times

Responsible To: Leadership Team (Training & Quality Assurance and Corporate Services Manager)

Main Duties

  1. Prepare accurate and profitable repair estimates using industry-approved estimating software.
  2. Assess vehicle damage and identify repairs required, ensuring estimates align with OEM standards and insurer requirements.
  3. Identify vehicles requiring dismantling for blueprinting to improve repair efficiency and minimise delays.
  4. Negotiate with insurance assessors to secure fair repair outcomes and overcome diversion tactics.
  5. Convert estimates into booked repairs by building rapport with customers and providing clear explanations of the repair process.
  6. Ensure seamless workflow management, organising converted estimates to align with production schedules, parts availability, and job invoicing.
  7. Order and manage parts procurement, ensuring availability for scheduled repairs while controlling costs and maintaining profitability.
  8. Communicate effectively with customers, suppliers, and internal teams to provide updates, address concerns, and streamline the repair process.
  9. Monitor and track key performance indicators (KPIs) such as conversion rates, average estimate values, and customer satisfaction.
  10. Stay updated with industry trends, insurer policies, and repair standards, demonstrating a commitment to continuous learning and professional development.
  11. Work closely with the Management Team on any of their needs.
  12. Find ways to make your position more efficient and innovative process improvements.
  13. Maintain confidentially across all matters.
  14. Attend conferences as required.
  15. Maintain a clean workspace, ensuring confidential documentation is filled and then shredded.
  16. Adhere and maintain company standards and enforce compliance.
  17. Identify, address and record safety problems, ricks & hazards within the company.
  18. Business attire to be worn professionally with hygienic and clean appearance to maintained at all times.
  19. There is no such thing as “that’s not my job”. Everyone is here to help one another and support the businesses.

Key Performance Indicator

  • Average estimate cost per budget
  • # of estimates per budget
  • Conversion Rate per budget
  • Parts Profit Margin per budget
  • Client Satisfaction per budget
  • Sales per budget

Key Behaviour Indicator

  • Customer-First Mindset – Always prioritises the best outcome for the customer, ensuring they feel informed, supported, and confident in their repair process.
  • Integrity & Transparency – Communicates honestly with customers, insurers, and team members, maintaining ethical practices and advocating for fair repair costs.
  • Resilience & Tenacity – Stands firm in negotiations with insurance assessors, confidently pushing back against unfair cost-cutting measures while maintaining professionalism.
  • Attention to Detail & Accuracy – Ensures estimates, repair plans, and parts orders are precise, reducing errors that could impact efficiency and profitability.
  • Ownership & Accountability – Takes responsibility for the success of each estimate, from initial assessment through to repair completion and invoicing.
  • Proactive Problem-Solving – Anticipates potential challenges in repair approvals, parts supply, or workflow disruptions and finds solutions before they cause delays.
  • Collaboration & Teamwork – Works effectively with technicians, parts staff, and front-of-house teams to ensure seamless job progression and a stress-free customer experience.
  • Commitment to Excellence – Continuously seeks ways to improve processes, efficiency, and customer experience, reflecting KPB’s reputation for quality and industry leadership.
  • Adaptability & Continuous Learning – Embraces industry changes, new technology, and training opportunities to stay ahead in a constantly evolving industry.
  • Calm Under Pressure – Maintains professionalism and composure in high-pressure situations, ensuring smooth workflow even when faced with unexpected challenges.

Authorities

  1. Sales & Customer Commitment
  • Authority to approve, adjust, and finalise repair estimates within pre-defined business margins.
  • Authority to offer and secure repair bookings, committing workshop capacity within scheduling guidelines.
  • Authority to educate and guide customers on their rights in the repair process, ensuring they make informed decisions.
  1. Negotiation & Insurance Interaction
  • Authority to negotiate directly with insurance assessors to justify necessary repairs, counter cost-cutting tactics, and secure fair outcomes.
  • Authority to approve additional work when justifiable, ensuring all required repairs are included in the scope.
  • Authority to reject insurer demands that compromise quality, safety, or business profitability, escalating as necessary.
  1. Workflow & Production Coordination
  • Authority to schedule jobs into production, ensuring seamless transitions from estimate to completion.
  • Authority to request vehicle dismantling for blueprinting, ensuring accurate assessments and repair efficiency.
  • Authority to liaise with the workshop team to adjust repair timelines based on parts availability and workload.
  1. Parts Ordering & Cost Control
  • Authority to approve and order parts within budgeted pricing structures, ensuring cost efficiency.
  • Authority to reject non-OEM or insurer-preferred parts that do not meet KPB’s standards.
  • Authority to liaise with suppliers to negotiate pricing, availability, and delivery schedules.
  1. Customer Service & Dispute Resolution
  • Authority to handle customer complaints related to estimates, insurance disputes, and repair timelines.
  • Authority to approve goodwill gestures (within limits) to maintain customer satisfaction while protecting business profitability.
  • End phone calls with anyone abusive after warning them if they do not speak to you appropriately, that you will end the phone call. Or if face to face, request any abusive people to leave the property or press the panic button.
  1. Compliance & Industry Standards
  • Authority to ensure all estimates align with OEM repair standards and regulatory requirements.
  • Authority to report and escalate non-compliant insurer demands that compromise repair integrity or customer safety.

If you would like to be a part of the Kate Presnell Bodyworks team, we would like to hear from you. Kindly complete the form below, and we will get in contact with you.

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