Accident Management and Maintenance Booking Support Manager

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the automotive sector seeks a manager for their Operations Development team. You'll support strategic implementation, manage team performance, and ensure customer satisfaction. This role offers a chance to innovate and improve processes while fostering a culture of excellence and continuous improvement.

Benefits

Bonus potential

25 days holiday + 8 bank holidays

Flexible pension scheme

Hybrid working (2 days remote)

Car scheme

Private medical

Life assurance

Discounts

Onsite facilities

Well-being programs

Qualifications

• Experience managing teams in a central business role.
• Background in automotive, leasing, and fleet management.

Responsibilities

• Support Operations Development Manager in strategy implementation.
• Monitor performance of Maintenance Booking Support and Accident Management.
• Handle departmental complaints and ensure excellent service.

Skills

Team management

Problem-solving

Customer-centric

Adaptability

Tools

Project management

Job description

The role in a nutshell:

Supporting customers with the highest care and quality, especially during difficult situations.

A bit about the Department

The MBS and Accident Management team are pivotal within the business, handling key tasks to keep our drivers on the road, including 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 (including supplier management), and Remarketing. These teams work together to ensure our customers have peace of mind and confidence in their vehicles.

What you'll be doing:

1. Support the Operations Development Manager in implementing the KINTO UK operations strategy, focusing on customer experience, new systems, TPS, supplier relations, and efficiency.
2. Monitor and ensure the performance of Maintenance Booking Support and Accident Management SLAs and client requirements, maintaining documented procedures aligned with strategy and objectives.
3. Ensure efficient booking of all vehicles into the network within client SLA, minimizing VOR for customers.
4. Conduct quality checks on administrative tasks monthly, identify root causes, and coach the team to deliver customer excellence.
5. Resource the team appropriately, understand capacity constraints through data, and support headcount planning.
6. Onboard new clients, ensuring best practices, documented procedures, and training.
7. Build and maintain professional relationships with internal departments, clients, drivers, and suppliers to understand priorities and ensure excellent service.
8. Handle departmental complaints professionally and promptly, coordinating with internal teams to meet client expectations.
9. Promote TPS culture through daily management and Kaizen objectives, visualisation, and daily tracking.
10. Create a positive working environment with role model behaviors, clear goals, and objectives for team members.
11. Collaborate with other managers and experts to improve the customer journey.

How you could stretch this role:

• Develop innovative ways with suppliers or new systems to automate processes.
• Introduce KPIs, such as ULR, benchmarking against industry standards.
• Advance the department as a flagship for Kaizen and visualisation, improving CSI results.
• Support LCV and HGV scheduling teams to increase fleet capacity.
• Foster a culture of continuous improvement through QCC, TBP, or TPS methodologies.
• Enhance driver self-service options without compromising customer experience.
• Assist in achieving Hoshin objectives and customer excellence.

Experience you'll gain:

• Deep understanding of UK leasing, fleet management, and mobility markets.
• Managing two complex teams in a central business role.
• Knowledge of industry standards and BVRLA practices.
• Cross-entity collaboration on projects within Toyota.

How we'll support you:

• Comprehensive KINTO induction.
• Support for developing key skills.
• Constructive feedback and encouragement.

As a manager:

• Regular 1:1s for guidance.
• Clear objectives via performance management.
• Ongoing coaching and support.

What you'll get to own:

• Daily operations of the department.
• Your personal development path.
• Implementation of improvement ideas.

Requirements

Key Experience & Skills:

• Team management experience.
• Automotive, leasing, and fleet management background.
• Project management skills.
• Strong team player.
• Experience working with challenging SLAs and KPIs.
• Excellent problem-solving skills.

Attributes & Behaviours:

• Customer-centric with focus on first-time resolution.
• Tenacious, brave, resilient, and outward-minded.
• Adaptable to change.
• Promotes continuous improvement.
• Persistent in overcoming barriers.
• Anticipates industry trends and customer needs.
• Leads by example, inspiring excellence and quality.

Benefits

• Bonus potential.
• 25 days holiday + 8 bank holidays.
• Flexible pension scheme.
• Hybrid working (2 days remote).
• Car scheme, private medical, life assurance, discounts, onsite facilities, well-being programs, and more.

KINTO UK is an equal opportunities employer, committed to accessibility and supporting all applicants through adjustments and tailored onboarding.