Vehicle Off Road Executive

Job Purpose

To improve our overall vehicle off road (VOR) performance for customers, to reducevehicle off road time, increase communication and to reduce Lease Plan UK costsincluding loss of use costs and rental / replacement vehicles.

To manage VOR events at a transactional level to support the VOR Manager ANDmanage VOR escalations from Customer Services – take ownership of the customer and theissue until resolution.

To co-ordinate with external suppliers and internal key stakeholders in order tomanage, minimise & report on VOR incidents across the Holistic VOR areas.

To identify consistent causes of VOR and to make recommendations to improvethese processes.

Key Responsibilities

Monitor performance of internal technical team regarding authorisations thatare causing VOR delays including post day 1 follow-up & Major Units.

Work with technical team to ensure that jobs are processed efficiently and thatcost challenges are not causing vehicles to not be returned as planned with anaim of Zero authorisation jobs being outstanding at the end of each day.

Work with Network team to highlight any garages / fitters that are underperforming with regard to VOR and find solutions to improve or remove from Network

Work with external suppliers, including i247 VOR team to ensure a consistentapproach to VOR actions and reporting & to build strong relationships with thesesuppliers

Obtain reports from relevant suppliers and ensure that all necessary action isbeing taken to minimise VOR time by those suppliers

Create co-ordinated reports showing the holistic VOR position and share withagreed Lease Plan UK circulation list including Commercial, Operations and Customer Services

Problem solving / complaint escalation with suppliers relating to VOR issues

Long term (5day + for Service Maintenance Repair) VOR focus and chasing of suppliers / garages

Process improvement recommendations based on data analysis of trends androot cause analysis

Monitor complaints & OSAT responses to identify trends in process or supplierregarding VOR and make change recommendations

Ensure driver communication process whilst in VOR is robust & suitable, working with others to ensure this is consistent and appropriate across the VOR supply chain

Required skills and experience

Previous experience within a customer service environment

Experience with complaint handling and customer management

Problem solving & opportunity identification skills

Influencing skills both internally & with suppliers

Ability to analyse data & identify trends in order to find solutions

Reporting & 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 teamin a positive manner

Resilience skills and ability to identify truth from fiction when dealing with suppliers