Fleet Operations Specialist

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Volkswagen Financial Services (UK) LTD Full time

About the Role

Volkswagen Financial Services (UK) LTD is seeking a skilled Fleet Operations Specialist to join our Fleet Mobility team. As the main point of contact for corporate customers and locations, you will provide ongoing support to stakeholders throughout the car rental lifecycle.

Key responsibilities include:

  • Acting 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.
  • Providing daily support and being the main point of contact for Internal Sales Managers, National Rental Sales Managers, Rental Operations Analyst, Assistant Fleet Manager, and Technical Fleet Manager, dealing with operational queries to create consistency and effective customer, rental, and fleet management.
  • Creating, managing, and distributing department KPI league tables using business performance figures, showing individual stakeholder KPIs (e.g., Fleet size, utilisation, and price) to measure profitability.
  • Analysing and reporting corporate customer and rental locations utilisation, highlighting areas of growth and opportunity, and liaising with the Assistant Fleet Manager to allow vehicle optimisation to be effective.
  • Monitoring existing corporate clients to keep within their credit limitations, analysing the data, and escalating to Internal Sales Managers when necessary.
  • Approving and regularly reviewing repair authorisations using own fleet technical knowledge, ensuring costs and downtime are kept to a minimum within budgets.
  • Effectively managing both the Customer Relationship Management (CRM) system and the Rental Managers Portal (RMP) to ensure consistency and accuracy of data records.
  • Proactively identifying and planning vehicle selection for new customers and locations with the Assistant Fleet Manager in line with customer and location requirements.

Requirements

To be successful in this role, you will need:

  • 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

Our mission is to truly meet the mobility needs of people in a changing world. We provide a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers. We are committed to being an inclusive employer and welcome 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. PLEASE BE AWARE WE DO OPERATE 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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