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Renault on drive to recruit and expand services

Renault UK is ploughing ahead with multiple initiatives to address undercapacity of workshops and service bays in its dealer network and to recruit, train and retain skilled technicians.

By the end of this year it intends to grow the number of satellite sales and service sites from 55 to 69, service-only satellites from 14 to 22, standalone van service centres from six to 21, dealer site van service centres from 12 to 35, dealer Renault Minute while-you-wait operations from 49 to 75, and standalone Minutes from five to 10.

The manufacturer has more than 2,300 service department employees, but says its needs more to satisfy soaring demand for service and repairs.

Keith Hawes, director of fleet and light commercial vehicles, says Renault needs to fill open service points and recruit more staff largely because of the success of customer retention initiatives.

“We have about a 50% service penetration – one of the best in the UK. But that’s still not as high as our colleagues in Europe. Switzerland, for instance, has 80%,” he says. “We can do better. The three-year warranty helps, but we are beginning to hold them longer through Minute.”

As well as opening a £2m training facility in Nottingham, housing a Modern Apprenticeship Programme, Renault UK recruits technicians from the MoD and is increasingly head-hunting abroad.

Selisik Ergin, services and quality director, says: “We’ve introduced a number of initiatives to ensure our customers are provided with the very best levels of service. We also believe Minute is the future of aftersales in the UK.”

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