Fleet & Customer Operations Executive
| Dyddiad hysbysebu: | 14 June 2024 |
|---|---|
| Cyflog: | £24,000 to £34,000 per year |
| Oriau: | Full time |
| Dyddiad cau: | 28 June 2024 |
| Lleoliad: | Milton Keynes, Buckinghamshire, mk15 8hg |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Volkswagen Financial Services UK LTD |
| Math o swydd: | Permanent |
| Cyfeirnod swydd: | 5329_1718372441 |
Crynodeb
Fleet and Customer Operations Executive
Salary starting from £24,327 depending on skills and experience
Benefits: company car + company bonus potential, pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!
Location: Milton Keynes (hybrid 3 days in the office required)
Closing date: 28th June 2024
About the Role
At VWFS we are seeking a six new Fleet and Customer Operations Executive's to join our Fleet Mobility team. You will be the main point of contact for our Rent-a-Car corporate customers & locations and provide on-going support to all key stakeholders throughout the car rental lifecycle.
On a daily based you complete several key operational tasks which relates to our customers, rental portal, fleet management, insurance, and invoicing. You will also play a critical role in ensure processes are set up effectively to ensure our customers have a great experience at every touch point throughout their vehicle rental journey.
Who We're Looking For:
To be successful in this role, you will need to have excellent communication skills and have a can-do approach to build effective working relationships internally and externally.
This isn't just a job; it is a chance to add value, develop your skills and enjoy being part of a fast-paced team.
Your Impactful Contributions:
- Act as key point of contact for all 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 by offering clear and concise advice
- Provide support on a daily basis and be the main point of contact for the Internal Sales Managers, National Rental Sales Managers, Rental Operations Analyst, Assistant Fleet Manager and Technical Fleet Manager by dealing with all their operational queries to create consistency and effective customer, rental and fleet management, on occasions may be required to accompany key stakeholder visits to assist with complex queries to ensure a prompt, cost effective customer focused resolution
- Create, manage, and distribute department KPI league table using business performance figures showing individual stakeholder KPIs i.e. Fleet size, utilisation and price to measure profitability
- Analyse and report Corporate customer and rental locations utilisation and highlight 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
- Generate and analyse a selection of reports to regularly to meet required deadlines to allow MI reporting to take place to drive profitability
- Processing of all logistics movements for customers & rental locations through successful communication with 3rd party suppliers ensuring SLA's are adhered to
- Approve and regularly review repair authorisations using own fleet technical knowledge ensuring costs and downtime are kept to a minimum within budgets
- Management of all vehicle downtime, liaising with 3rd party suppliers, dealers and customers to ensure vehicle downtime is minimal resulting in higher vehicle utilisation and optimisation
- Effective management of 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
- Generate and manage invoices to Locations & customers from the Rental system such as rental charges, excess mileage charges, write offs, fines, insurance excess, vehicle damage to ensure correct generation of income for the Mobility team, manage Motor Insurance Database exceptions by liaising with customers and Insurance Manager to ensure vehicles are insured, meet legislative requirements and therefore reduce risk
Skills and Experience
- Customer service or administrative experience ideally within the automotive industry
- Experience of managing numerous stakeholders
- Experience of managing CRM systems and all customer facing processes such as invoicing, credit approvals, customer resolutions and complaints etc.
- 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
- Proven ability to liaise and communicate effectively with stakeholders
- The ability to manage, influence and adapt during complex conversations
- Excellent interpersonal, influencing, negotiation and communication skills
- A flexible approach to take on varying tasks/activities
- Strong teamwork skills whilst maintaining individual ownership
- Good working understanding of MS PowerPoint, word and excel
Life at VWFS:
We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing 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.
Volkswagen Financial Services is committed to being an inclusive employer and we 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.