Vehicle Off Road Operations Manager

5 hours ago

Slough, Slough, United Kingdom Ayvens Full time
Job Overview

Ayvens is seeking a highly skilled and experienced professional to join our team as a Vehicle Off Road Executive. This role is responsible for improving our overall vehicle off road performance, reducing vehicle off road time, and increasing communication with customers and stakeholders.

Key Responsibilities
  • Manage vehicle off road events at a transactional level, supporting the VOR Manager and managing escalations from Customer Services.
  • Coordinate with external suppliers and internal stakeholders to minimize and report on vehicle off road incidents.
  • Identify consistent causes of vehicle off road and make recommendations to improve processes.
  • Monitor performance of internal technical teams and work with them to ensure efficient job processing and minimize cost challenges.
  • Work with the Network team to highlight underperforming garages and find solutions to improve or remove them from the Network.
  • Build strong relationships with external suppliers, including i247 VOR team, to ensure a consistent approach to vehicle off road actions and reporting.
  • Create coordinated reports showing the holistic vehicle off road position and share with agreed stakeholders.
  • Problem solve and escalate complaints with suppliers relating to vehicle off road issues.
  • Focus on long-term vehicle off road issues and chase suppliers and garages for resolution.
  • Make process improvement recommendations based on data analysis and root cause analysis.
  • Monitor complaints and OSAT responses to identify trends in process or supplier and make change recommendations.
Requirements
  • Previous experience in a customer service environment.
  • Experience with complaint handling and customer management.
  • Problem solving and opportunity identification skills.
  • Influencing skills both internally and with suppliers.
  • Ability to analyze data and identify trends to find solutions.
  • Reporting and 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.

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