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Vehicle Off Road Executive

3 months ago

Slough, Slough, United Kingdom Ayvens Full time
Job Purpose
  • To improve our overall vehicle off road (VOR) performance for customers, to reduce vehicle off road time, increase communication and to reduce LeasePlan UK costs including loss of use costs and rental/replacement vehicles.
  • To manage VOR events at a transactional level to support the VOR Manager AND manage VOR escalations from Customer Services – take ownership of the customer and the issue until resolution.
  • To co-ordinate with external suppliers and internal key stakeholders in order to manage, minimise & report on VOR incidents across the Holistic VOR areas.
  • To identify consistent causes of VOR and to make recommendations to improve these processes.

Key Responsibilities

  • Monitor performance of internal technical team regarding authorisations that are causing VOR delays including post day 1 follow-up & Major Units.
  • Work with technical team to ensure that jobs are processed efficiently and that cost challenges are not causing vehicles to not be returned as planned with an aim of Zero authorisation jobs being outstanding at the end of each day.
  • Work with Network team to highlight any garages/fitters that are under performing with regard to VOR and find solutions to improve or remove from Network
  • Work with external suppliers, including i247 VOR team to ensure a consistent approach to VOR actions and reporting & to build strong relationships with these suppliers
  • Obtain reports from relevant suppliers and ensure that all necessary action is being taken to minimise VOR time by those suppliers
  • Create co-ordinated reports showing the holistic VOR position and share with agreed LeasePlan UK circulation list including Commercial, Operations and Customer Services
  • Problem solving/complaint escalation with suppliers relating to VOR issues
  • Long term (5day + for Service Maintenance Repair) VOR focus and chasing of suppliers/garages
  • Process improvement recommendations based on data analysis of trends and root cause analysis
  • Monitor complaints & OSAT responses to identify trends in process or supplier regarding VOR and make change recommendations
  • Ensure driver communication process whilst in VOR is robust & suitable, working with others to ensure this is consistent and appropriate across the VOR supply chain

Required skills and experience

  • Previous experience within a customer service environment
  • Experience with complaint handling and customer management
  • Problem solving & opportunity identification skills
  • Influencing skills both internally & with suppliers
  • Ability to analyse data & identify trends in order to find solutions
  • Reporting & presentation skills and ability to communicate the facts
  • Decision making skills with a balanced view of cost/benefit/risk
  • Experience of working in a team and ability to actively contribute to the team in a positive manner
  • Resilience skills and ability to identify truth from fiction when dealing with suppliers