At Ayvens progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us and get better with every move.
Tremendous opportunity as a Senior to contribute to improving our overall vehicle off‑road performance by reducing downtime and increasing communication. Whilst supporting your Manager and managing escalations you will work closely with external suppliers key internal stakeholders to maximise efficiencies and improve processes. Alongside this you'll be expected to triage all PV cases & manage technical VOR cases.
Responsibilities
* Monitor performance of the internal technical team regarding authorisations causing VOR delays, including post day 1 follow‑up and major units.
* Work with the technical team to ensure jobs are processed efficiently and cost challenges do not prevent vehicles from being returned as planned, aiming for zero outstanding authorisation jobs each day.
* Work with the Network team to highlight any garages/fitters underperforming regarding VOR and find solutions to improve or remove them from the Network.
* Work with external suppliers including the i247 VOR team to ensure a consistent approach to VOR actions and reporting and to build strong relationships with these suppliers.
* Obtain reports from relevant suppliers and ensure all necessary action is taken to minimise VOR time by those suppliers.
* Create coordinated reports showing the holistic VOR position and share with the agreed LPUK circulation list, including Commercial Operations and CS&Q.
* Problem‑solve / manage complaint escalation with suppliers relating to VOR issues.
* Maintain long‑term (5‑day for SMR) VOR focus and chase suppliers/garages.
* Recommend process improvements based on data analysis of trends and root‑cause analysis.
* Monitor complaints & OSAT responses to identify trends in process or supplier regarding VOR and propose change recommendations.
* Ensure driver communication process while in VOR is robust and appropriate across the VOR supply chain.
Skills, Experience & Background
* Previous experience within a customer service environment.
* Experience with complaint handling and customer management.
* Level of technical understanding.
* Understanding of VOR and its impacts.
* Problem‑solving & opportunity identification skills.
* Influencing skills both internally and with suppliers.
* Ability to analyse data & identify trends to find solutions.
* Reporting & presentation skills and ability to communicate facts.
* Decision‑making skills with a balanced view of cost/benefit/risk.
* Experience of working in a team and ability to contribute positively.
* Resilience skills and ability to discern truth from fiction when dealing with suppliers.
What We Can Offer
* Salary circa 32,000–38,000 per annum.
* Generous contributory pension scheme.
* 25 days holiday in addition to bank holidays.
* Volunteering days to assist in charity work.
* Holiday buy/sell (subject to conditions).
* Eligibility for annual bonus scheme.
* Enhanced parental leave.
* Generous employee referral scheme (up to 1,000).
Employment Details
* Full‑time position.
* Monthly salary: 32,000–38,000.
* Vacancy: 1.
* Senior IC required.
#J-18808-Ljbffr