Accident Management and Maintenance Booking Support Manager

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the automotive sector is looking for an Accident Management and Maintenance Booking Support Manager. This role focuses on enhancing customer experience through efficient management of operations and strong team leadership. You will be responsible for overseeing the performance of teams, ensuring adherence to SLAs, and fostering a culture of continuous improvement. The ideal candidate will have a background in fleet management and demonstrate excellent problem-solving and teamwork skills.

Benefits

Bonus potential

25 days holiday + 8 bank holidays

Competitive pension scheme

Hybrid working (2 days from home)

Car scheme post-probation

Private medical

Life assurance

Discounts

Onsite facilities

Well-being programs

Qualifications

• Management experience of a team.
• Experience working with challenging SLAs and KPIs.
• Knowledge of industry standards and BVRLA practices.

Responsibilities

• Support Operations Development Manager in implementing strategy.
• Manage performance of Maintenance Booking Support and Accident Management.
• Ensure efficient booking of vehicles within client SLA agreements.

Skills

Teamwork

Problem-Solving

Customer-Centric

Education

Project Management

Automotive and Fleet Management

Job description

Accident Management and Maintenance Booking Support Manager

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

A bit about the Department: The MBS and Accident Management team are pivotal within the business, handling key tasks to keep 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 includes Fleet Admin, Downtime management, Technical support, Operational Value Chain (including supplier management), and Remarketing. These teams work together to ensure customer peace of mind and confidence in their vehicles.

What you'll be doing:

• Support the Operations Development Manager in implementing the KINTO UK operations strategy, focusing on customer experience, system introductions, TPS, supplier relations, and efficiency.
• Manage the performance of Maintenance Booking Support and Accident Management SLAs and client requirements, ensuring adherence through documented procedures aligned with operational strategies and objectives.
• Ensure all vehicles, whether drivable or non-drivable, are booked efficiently within client SLA agreements to minimize VOR for customers.
• Conduct monthly quality checks on administration tasks, identify root causes, and lead coaching efforts to deliver customer excellence.
• Resource the team effectively, using data to understand capacity constraints and support decisions on staffing increases.
• Onboard new clients, ensuring best practices, documented procedures, and proper training.
• Build and maintain professional relationships with internal departments, clients, and drivers, clarifying priorities and impacts.
• Maintain relationships with suppliers to ensure excellent service supporting our customers.
• Take ownership of departmental complaints, resolving issues professionally and promptly, and communicating effectively with internal teams to meet client expectations.
• Promote TPS culture within the department, ensuring management and Kaizen objectives are met, utilizing visualization and daily management tools.
• Create a positive working environment exemplifying role model behaviors, with clear goals for team leaders and associates.
• Collaborate with other departmental managers and experts to identify and implement improvements enhancing the customer journey.

How you could stretch this role:

• Work with the Operations Development Manager to innovate, collaborating with suppliers or implementing new systems to automate processes.
• Introduce KPIs to benchmark against industry standards.
• Develop the department as a flagship for Kaizen and visualization, improving customer experience through CSI results.
• Support LCV and HGV scheduling teams within Maintenance Booking Support to expand fleet capacity.
• Foster a culture of active involvement in QCC, TBP, or TPS methodologies among staff.
• Enhance driver self-service options without negatively impacting the customer experience.
• Assist the Operations Development Manager in achieving Hoshin objectives and customer excellence.

Experience you'll gain:

• Deep understanding of UK leasing, fleet management, and mobility markets.
• Management experience of two complex teams within a core business area.
• Knowledge of industry standards and BVRLA practices.
• Cross-entity project involvement with stakeholders across Toyota entities.

How we'll support you:

• Comprehensive KINTO induction.
• Support for developing core skills for success.
• Clear, constructive feedback and encouragement to reciprocate.

As a manager:

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

What you'll get to own:

• Daily operations of the department.
• Your personal development at your pace.
• Implementation of improvement ideas.

Minimum requirements:

• Management experience of a team.
• Automotive, leasing, and fleet management experience.
• Project management skills.
• Strong teamwork abilities.
• Experience working with challenging SLAs and KPIs.
• Excellent problem-solving skills.

Attributes & Behaviours:

• Customer-centric, focused on first-time resolution.
• Tenacious and brave.
• Resilient with an outward mindset.
• Adaptable to change.
• Advocates continuous improvement.
• Perseveres to overcome barriers.
• Anticipates industry trends and customer needs.
• Inspires excellence and drives quality, leading by example.

Benefits include:

• Bonus potential.
• 25 days holiday + 8 bank holidays.
• Competitive pension scheme.
• Hybrid working (2 days from home).
• Car scheme post-probation.
• Private medical, life assurance, discounts, onsite facilities, well-being programs, volunteer days, employee assistance, and more.