To improve our overall vehicle off road (VOR) performance for customers, to reduce vehicle off road time, increase communication and to reduce LeasePlan UK costs including loss of use costs and rental/replacement vehicles.
To manage VOR events at a transactional level to support the VOR Manager AND manage VOR escalations from Customer Services – take ownership of the customer and the issue until resolution.
To co-ordinate with external suppliers and internal key stakeholders in order to manage, minimise & report on VOR incidents across the Holistic VOR areas.
To identify consistent causes of VOR and to make recommendations to improve these processes.
Key Responsibilities
Monitor performance of internal technical team regarding authorisations that are causing VOR delays including post day 1 follow-up & Major Units.
Work with technical team to ensure that jobs are processed efficiently and that cost challenges are not causing vehicles to not be returned as planned with an aim of Zero authorisation jobs being outstanding at the end of each day.
Work with Network team to highlight any garages/fitters that are under performing with regard to VOR and find solutions to improve or remove from Network
Work with external suppliers, including i247 VOR team to ensure a consistent approach to VOR actions and reporting & to build strong relationships with these suppliers
Obtain reports from relevant suppliers and ensure that all necessary action is being taken to minimise VOR time by those suppliers
Create co-ordinated reports showing the holistic VOR position and share with agreed LeasePlan 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 and root cause analysis
Monitor complaints & OSAT responses to identify trends in process or supplier regarding 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 team in a positive manner
Resilience skills and ability to identify truth from fiction when dealing with suppliers
Vehicle Off Road Executive • Slough
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