Tusker Vehicle Operations Case Handler Team Leader - Watford
Join to apply for the Tusker Vehicle Operations Case Handler Team Leader - Watford role at Lloyds Banking Group
End Date: Tuesday 18 November 2025
Salary Range: £35,340 - £37,200
Flexible Working Options: Flexibility in when hours are worked
Job Description Summary: Based in Watford
Job Description
* JOB TITLE: Vehicle Operations Case Handler Team Leader
* SALARY: £35,340 rising to £36,540 as of April 2026
* LOCATION(S): Watford
* HOURS: Full-time
* WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at our Watford office. During the training period, we do ask new starters to be in the office 5 days a week until they are competent and fully trained
About This Opportunity
Responsible for the supervision of the vehicle Operations Case Handling team and the co-ordination of vehicle specific topics with drivers, vehicle repairers and other suppliers to reduce vehicle downtime, and customer focused experience. Key objective is to assist the team to deliver effective fleet downtime performance and outstanding customer driver journey for Tusker’s customers.
About Us
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.
We’re an award winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.
What You’ll Need
* Experience of contributing to Vehicle Operations delivery & achievement of all KPI’s for operational requirements and producing weekly summary reporting of Vehicle Operations cases to the Head of Vehicle Operations with the day to day supervision and assistance to Case Handlers to manage and provision of key team and performance statistics
* Ensuring all rental vehicles issued against cases are accurately managed to and wherever possible reclaimed from vehicle manufacturers and assisting Vehicle Operation Executive with StopGap and Daily Rental interactions with drivers on the ‘Stop Gap’ and ‘Rental’ products, placing rental bookings and managing the rental length including off-hire of bookings as required
* Build and maintain relationships with internal/external customers and suppliers. Leverage these relationships to ensure an optimised level of service delivery and cost reduction and managed the guidance of VOR (vehicle off road) issues
* Management of internal communications regarding problematic and ongoing vehicle cases to the wider Tusker business where required with continuous systems and process improvements.
* Ability to investigate issues and resolve supplier issues to confirm consistent levels of customer service are received by Tusker
* Support in Vehicle Operations Controller activities where required as well as Interacting with Maintenance Controllers to monitor, review and manage ongoing and problematic cases.
And Any Experience Of These Would Be Really Useful
* Excellent communication skills, both written with proficient word, excel skills with previous leasing and rental industry preferred
* Strong attention to detail
* Self-manager who must be able to prioritise work and multi-task to meet strict SLAs and tenacity to see multiple tasks through to successful completion at any given time.
* A smart and tenacious attitude towards investigations and finding out facts and displays integrity by always treating customers fairly when making decisions.
* Demonstrates high levels of enthusiasm, self-motivation and positivity and works and interacts all people and levels with respect and confidence.
About Working For Us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
Benefits
* A generous pension contribution of up to 15%
* An annual performance-related bonus
* Share schemes including free shares
* Benefits you can adapt to your lifestyle, such as discounted shopping
* 24 days’ holiday, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
If you’re excited by the thought of becoming part of our team, get in touch.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Other, Information Technology, and Management
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values‑led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
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