Fleet Operations Manager
1 month ago
About the Role
Volkswagen Financial Services (UK) LTD is seeking a skilled Fleet Operations Manager to join our Fleet Mobility team. As the main point of contact for corporate customers and locations, you will provide ongoing support to key stakeholders throughout the car rental lifecycle.
Your Key Responsibilities
- Act as the primary point of contact for corporate customers, rental locations, and key stakeholders, providing support through all key processes and resolutions for queries relating to rental portal, fleet queries & movements, insurance, and invoice issues.
- Provide daily support and be the main point of contact for internal sales managers, national rental sales managers, rental operations analysts, assistant fleet managers, and technical fleet managers, dealing with all their operational queries to create consistency and effective customer, rental, and fleet management.
- Create, manage, and distribute department KPI league tables using business performance figures, showing individual stakeholder KPIs (e.g., fleet size, utilisation, and price) to measure profitability.
- Analyse and report corporate customer and rental locations utilisation, highlighting areas of growth and opportunity, liaising with the assistant fleet manager to allow vehicle optimisation to be effective.
- Monitor existing corporate clients to keep within their credit limitations, analyse the data, and escalate to internal sales managers when necessary.
- Approve and regularly review repair authorisations using own fleet technical knowledge, ensuring costs and downtime are kept to a minimum within budgets.
- Effectively manage both the customer relationship management (CRM) system and the rental managers portal (RMP) to ensure consistency and accuracy of data records.
- Proactively identify and plan vehicle selection for new customers and locations with the assistant fleet manager in line with customer and location requirements.
Requirements
- Customer service or administrative experience, ideally within the automotive industry.
- Experience of managing CRM systems and all customer-facing processes such as invoicing, credit approvals, customer resolutions, and complaints.
- Experience of working to service levels and quality measures.
- Strong organisation and planning skills, delivering quality output to deadlines.
- Good attention to detail and strong quality focus.
- A genuine desire to help and support people and provide excellent customer service.
- A flexible approach to take on varying tasks/activities.
- Good working understanding of MS PowerPoint, Word, and Excel.
About Volkswagen Financial Services
Volkswagen Financial Services is committed to being an inclusive employer and welcomes applications from everyone. Diversity and inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.
Working Arrangements
Volkswagen Financial Services operates a hybrid working policy. The full training period is likely to be every day in our offices in Tongwell, Milton Keynes. When established in role, this may move to a minimum of three days a week.
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