Accident Management and Maintenance Booking Support Manager

TN United Kingdom; Portsmouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the automotive sector is seeking an Accident Management and Maintenance Booking Support Manager in Portsmouth. This role focuses on enhancing customer experience through effective team management and operational efficiency. You'll be responsible for overseeing the operations strategy, ensuring SLA adherence, and fostering a positive work environment. Ideal candidates will have a strong background in automotive leasing and project management, along with excellent problem-solving skills.

Benefits

Comprehensive induction program

Support for skill development

Constructive feedback and encouragement

Qualifications

• Experience in team management and automotive leasing.
• Strong background in project management and SLA/KPI management.
• Excellent problem-solving skills.

Responsibilities

• Support the Operations Development Manager in implementing the operations strategy.
• Monitor SLA adherence for Maintenance Booking Support and Accident Management.
• Resource the team effectively and onboard new clients.

Skills

Team management

Automotive experience

Project management

Problem-solving

KPI management

Job description

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Accident Management and Maintenance Booking Support Manager, Portsmouth

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Client:

Toyota Financial Services, KINTO and KINTO JOIN

Location:

Portsmouth, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

1fdd21322cb5

Job Views:

2

Posted:

19.05.2025

Expiry Date:

03.07.2025

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Job Description:

The role in a nutshell: Supporting customers with the highest care and quality during difficult situations.

A bit about the Department: The MBS and Accident Management team are pivotal, ensuring drivers stay on the road through tasks like driver bookings for MOT and servicing, unplanned maintenance, first notification of loss, body shop and repairs, total loss, and hire damage. The Operations department also includes Fleet Admin, Downtime management, Technical support, Operational Value Chain, and Remarketing. These teams work together to provide peace of mind and confidence to customers.

What you’ll be doing:

• Support the Operations Development Manager in implementing the KINTO UK operations strategy, focusing on customer experience, new systems, TPS, supplier relations, and efficiency.
• Monitor and ensure SLA adherence for Maintenance Booking Support and Accident Management, with documented procedures aligning with operations strategy and objectives.
• Ensure vehicles are booked efficiently within client SLA, minimizing VOR for customers.
• Conduct monthly quality checks on administration tasks, identify root causes, and lead coaching for customer excellence.
• Resource the team effectively, using data to understand capacity constraints and support staffing decisions.
• Onboard new clients, ensuring best practices, documentation, and training.
• Maintain effective relationships with internal departments, clients, drivers, and suppliers to ensure excellent service.
• Handle departmental complaints professionally and promptly, coordinating with internal teams to meet client expectations.
• Promote TPS culture and daily management practices, visualizing constraints and objectives.
• Create a positive work environment with role model behaviors and clear goals for team leaders and staff.
• Collaborate with other managers to improve the customer journey.

How you could stretch this role:

• Innovate with suppliers and systems to automate processes.
• Introduce KPIs to benchmark against industry standards.
• Develop the department as a flagship for Kaizen and visualization, enhancing CSI results.
• Support scheduling teams to increase fleet size.
• Embed continuous improvement methodologies like QCC, TBP, TPS across the team.
• Enhance driver self-service options without compromising customer experience.
• Assist in achieving Hoshin objectives and customer excellence.

Experience you’ll gain:

• Understanding of UK leasing, fleet management, and mobility markets.
• Management of two complex teams.
• Knowledge of industry standards and BVRLA practices.
• Cross-entity project involvement with stakeholders.

How we’ll support you:

• Comprehensive KINTO induction.
• Support for skill development.
• Constructive feedback and encouragement.

As a manager:

• Regular 1:1s for guidance.
• Clear objectives via performance management.
• Ongoing coaching.
• Support as needed.

What you’ll get to own:

• Daily operation management.
• Your personal development.
• Implementing improvement ideas.

Requirements:

Key Experience & Skills:

• Team management.
• Automotive, leasing, and fleet experience.
• Project management.
• Strong teamwork.
• Experience with challenging SLA and KPI management.
• Excellent problem-solving skills.

Attributes & Behaviours:

• Customer-focused, aiming for first-time resolution.
• Tenacious, brave, resilient, and outward-minded.
• Adaptable and continuous improvement-oriented.
• Perseverant and industry trend-aware.
• Leads by example and inspires excellence.