Back

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!

Post Jobs Online Apply Job