VUE Executive Slough, Berkshire, South East England, England
Wheels, Inc.
Full Time
Slough, Berkshire, South East England, England
10.56 - 12.04 GBP Today
Job description
At LeasePlan, we are always asking What's next in mobility.
Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!
Role Purpose
- To improve our overall vehicle off road performance for customers, to reduce vehicle off road time, increase communication and to reduce LPUK costs including loss of use costs and rental/replacement vehicles.
- To manage VOR events at a transactional level to support the VUE Manager.
- To manage VOR escalations from CS&Q – 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.
Role Specifics
- 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 LPUK circulation list including Commercial, Operations and CS&Q
- Problem solving/complaint escalation with suppliers relating to VOR issues
- Long term (5day+ for SMR) 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 knowledge & 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
Why LeasePlan?
LeasePlan is a global leader in Car-as-a-Service, with approximately 1.9 million vehicles under management in 29 countries. LeasePlan purchases, funds and manages new vehicles for its customers, providing a complete end-to-end service for a typical contract duration of three to four years. Through our NextGen Digital strategy, we are transforming from an analogue into a fully digitally-enabled business, delivering digital services at digital cost.
With over 55 years’ experience, LeasePlan's mission is to provide what’s next in sustainable mobility so our customers can focus on what's next for them. We aim to build an ethical, inclusive, and progressive culture in which people can thrive and be themselves regardless of their race, nationality, gender, age, disability, sexual orientation etc.
If you’d like to learn more about our culture, DE&I journey and our way of working, please find out more in our
sustainability section
and our latest Annual Report
.
Follow @NextGenLeasePlan on Instagram and LeasePlan on LinkedIn to check out what LeasePlanners are up to everyday!
Wheels, Inc.
www.wheels.com
Des Plaines, United States
Dan Frank
$2 to $5 billion (USD)
501 to 1000 Employees
Company - Private
Taxi & Car Services
1939
