Accident & Maintenance Booking Support Manager

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Toyota Financial Services (UK) PLC seeks an Operations Manager to lead the MBS and Accident Management team, enhancing customer experience through strategic execution and exceptional service. This role encompasses managing team performance, fostering relationships with stakeholders, and driving operational excellence in a hybrid working environment.

Benefits

Bonus earning potential

25 days holiday + 8 bank holidays

Great pension scheme

Hybrid working policy

Private Medical Cover

Life assurance scheme

Discounts on retailers

Onsite nursery

Well-being hour each month

Discounts on Toyota & Lexus Cars

Qualifications

• Experience managing complex teams in a fast-paced environment.
• Understanding of UK leasing and fleet management.
• Ability to work with challenging SLAs and KPIs.

Responsibilities

• Support implementation of operations strategy focusing on customer experience.
• Ensure vehicles are booked efficiently within SLA.
• Drive continuous improvement and maintain professional relationships.

Skills

Management of a team

Automotive experience

Project management

Problem-solving skills

Job description

A bit about the Department - The MBS and Accident Management team are pivotal teams within the business, completing key tasks ensuring we keep our drivers on the road including, driver bookings for MOT and servicing, unplanned maintenance, first notification of loss, body shop and maintenance repairs, total loss and hire damage.

The Operations department also consists of the following areas: Fleet Admin, Downtime management, Technical support, Operational Value Chain (incorporating supplier management) and Remarketing. The Operations department work together as a team ensuring our customers have peace of mind and confidence when using their vehicles.

What you'll be doing:

• Support the Operations Development Manager to install the KINTO UK operations strategy, focusing customer experience, introduction of new systems, TPS, supplier relations and efficiency
• You will be responsible for and understanding the performance of Maintenance Booking Support and the Accident Managements SLAs and client requirements.
• To ensure all vehicles whether drivable or non-driveable are booked in to the network efficiently within client agreed SLA's, limiting the VOR for the customer
• Effectively carry out quality checks on administration tasks each month, identifying root cause, coaching and leading the team to deliver customer excellence
• Resource the team appropriately, demonstrate an understanding of your capacity constraints through data and the ability to provide accurate information to support head count increases
• Effectively onboard new clients ensuring we agree best practice, all procedures are documented and trained out to the team
• Build and maintain professional, effective relationships with all internal departments, Clients and drivers, ensuring a clear understanding of priorities and impacts outside of the immediate team
• Build and maintain relationships with suppliers, ensuring we are provided with an excellent service to support our customer base
• Taking full ownership of departmental complaints working effectively to resolve issues in a professional and timely manner. This may include effective communication with internal teams to ensure all information of our response meet client expectations and customer satisfaction
• Drive TPS culture within the departments ensuring all daily management and Kaizen objectives are being met. Your department must be able to demonstrate their current constraints through visualisation and daily management
• Build a positive working environment where role model behaviours are the standard, where Team Leaders and Associates are clear on their goals and objectives
• Liaise with other departmental managers and subject matter experts to identify and work upon improvements that will enhance the customer journey
  
  
  

Experience you'll gain:

• A comprehensive understanding of the UK leasing, fleet management and mobility markets
• Management of 2 complex teams in the heart of the business
• Knowledge of Industry standards and exposure to BVRLA practices
• Cooperating with stakeholders across other Toyota entities and direct involvement in cross-entity projects
  
  
  

What you'll get to own:

• Day to day running of the operation department
• Your own development at your pace
• Improvement ideas.
  
  
  

Requirements

Key Experience & Skills:

• Management of a team
• Automotive, leasing and fleet management experience
• Project management
• Strong team player
• Experience of working with challenging SLA and KPI's
• Excellent problem-solving skills
  
  
  

Attributes & Behaviours:

• Customer centric, with a focus on first time resolution
• Tenacious and Brave
• Resilient, with an outward mindset
• Adaptable to change
• Creates an environment where continuous improvement is paramount
• Persevere to overcome perceived barriers to success
• Anticipate industry trends and customer requirements
• Inspires excellence and drives a focus on quality Leads by example
  
  
  

Benefits

• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parking
• Onsite nursery with discounted prices
• Well-being hour each month
• Discounts on Toyota & Lexus Cars
• Well-being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office
  
  

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process:

At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview
  
  

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self. On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.