As Head of Network Operations, Chris Aplin looks after the relationships between Activate Collision Solutions, its repairers and its strategic partners.
Chris started out at an MOT test station in 1994 and has worked as a painter, estimator, body shop manager and field engineer. In this interview, he reflects on his career, the leadership lessons he lives by and where the repair market is heading.
Tell us a bit about your career so far.
I started in 1994 at an MOT test station, working for my dad’s best mate and I fell in love with cars. In 1995 I began an apprenticeship at Autocraft in Telford, training in mechanical, paint and body work before settling in the paint shop.
Looking to progress my career, I moved into the office as a Vehicle Damage Assessor and was promoted to Estimating Manager within six months. During my career, I was proud to win the Vehicle Damage Assessor of the Year award in both 2012 and 2018, alongside being recognised as a finalist on numerous other occasions.
I became Head of Network Operations in 2025 and now look after the repair network that supports the claims cycle for our customers.
What does your role involve?
It’s about building relationships with repairers and strategic partners and balancing what the client wants with what the repairer needs. No two days are the same, and every client is different, so you often need to adapt a model that works elsewhere. That’s where a good relationship matters.
Who or what has shaped how you lead?
My former boss, Bob Fielding, who sadly passed away, had a huge influence on my career and instilled values that I still live by today: work hard, do the job properly, take responsibility when you get things wrong and never hold grudges.
One of his favourite sayings was, “It’s business, not personal,” and he genuinely lived by it. He wasn’t afraid to give me a telling-off if my performance wasn’t up to scratch, but the next day it was forgotten and we moved on. He’d even let me use his bodyshop at weekends to work on my own car.
He taught me that you can be firm, fair and hold people accountable without making things personal. That’s something I’ve carried with me throughout my career and into the way I lead people today.
One thing I always remember about Bob was that, no matter how busy he was, he made a point of walking around first thing every morning to say good morning to everyone. It was a small gesture, but it made people feel valued and respected.
That’s something I’ve carried into my own leadership style. You never really know what someone might be dealing with outside of work, so I believe in looking for solutions, offering support and coaching people rather than simply judging them.
It costs nothing to smile, say hello and acknowledge someone as a person. I’ve always believed that everyone has an important part to play, regardless of their role or position. No one person is more important than another, and it’s the contribution of everyone that makes a team successful.
What is the biggest change in motor claims over the past 5 years?
Parts availability. It goes up and down, and we still haven’t returned to pre-Covid levels.
Looking ahead, the growing number of global brands entering the market will have a big impact. Many are still building their repair infrastructure, so parts delivery can take longer than expected. That’s an area where we can help and support, working with manufacturers, insurers, and our Group parts specialist, Activate Parts, on parts procurement and repair methods to keep customers moving.
What will the body shop look like in five years?
The biggest challenge is finding skilled people. Apprenticeships are scarce, so bringing young talent into the trade is a priority, and we’re working with AutoRaise to do exactly that.
Vehicles are also getting more advanced, particularly EVs, so repairers need new equipment and new skills as well as new people.
