Accident Management and Maintenance Booking Support Manager

Toyota Financial Services, KINTO and KINTO JOIN; Portsmouth; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading company is seeking a manager for their Operations Development team, focusing on customer experience and operational efficiency. The role involves managing teams, enhancing service delivery, and implementing improvement strategies. The ideal candidate will have a strong background in fleet management and project management, with a commitment to continuous improvement and customer satisfaction.

Benefits

Bonus earning potential

25 days holiday + 8 bank holidays

Competitive pension scheme

Hybrid working (2 days remote)

Car scheme post-probation

Private medical

Life assurance

Discounts

Onsite nursery

Well-being initiatives

Qualifications

• Experience managing challenging SLAs and KPIs.
• Automotive, leasing, and fleet management experience.

Responsibilities

• Assist in implementing the KINTO UK operations strategy.
• Monitor adherence to Maintenance Booking Support and Accident Management SLAs.
• Manage departmental complaints professionally and promptly.

Skills

Team management

Project management

Problem-solving

Customer-centric

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 tasks such as 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. Together, these teams ensure our customers' peace of mind and confidence in their vehicles.

What you’ll be doing:

1. Assist 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 adherence to Maintenance Booking Support and Accident Management SLAs and client requirements through documented procedures aligned with operational objectives.
3. Book all vehicles, whether drivable or non-drivable, into the network efficiently within client SLAs to minimize VOR for customers.
4. Conduct monthly quality checks on administrative tasks, identify root causes, coach team members, and deliver customer excellence.
5. Resource the team effectively, understanding capacity constraints through data analysis, and support headcount planning.
6. Onboard new clients by establishing best practices, documenting procedures, and training the team.
7. Maintain professional relationships with internal departments, clients, and drivers to clarify priorities and understand impacts.
8. Build and sustain relationships with suppliers to ensure excellent service delivery.
9. Manage departmental complaints professionally and promptly, coordinating with internal teams to meet client expectations and customer satisfaction.
10. Promote TPS culture, ensuring daily management and Kaizen objectives are achieved, with visualisation of current constraints.
11. Create a positive work environment with role model behaviours, clear goals, and objectives for team members.
12. Collaborate with other departmental managers and experts to identify improvements that enhance the customer journey.

How you could stretch this role:

1. Work with the Operations Development Manager to innovate, including automation and new system integrations.
2. Introduce KPIs to benchmark ULR against industry standards.
3. Develop the department into a flagship for Kaizen and visual management, improving CSI results.
4. Support scheduling teams for LCV and HGV to increase fleet capacity.
5. Embed a culture of continuous improvement through QCC, TBP, or TPS methodologies.
6. Enhance driver self-service options without negatively impacting the customer experience.
7. Assist in achieving Hoshin objectives and customer excellence initiatives.

Experience you’ll gain:

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

How we’ll support you:

• Full KINTO induction and ongoing skill development.
• Constructive feedback and support for your growth.

As a manager:

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

What you’ll get to own:

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

Key Experience & Skills:

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

Attributes & Behaviours:

• Customer-centric with a focus on first-time resolution.
• Tenacious, brave, and resilient.
• Adaptable and proactive in continuous improvement.
• Forward-thinking regarding industry trends and customer needs.
• Leads by example, inspiring excellence and quality.

• Bonus earning potential.
• 25 days holiday + 8 bank holidays.
• Competitive pension scheme.
• Hybrid working (2 days remote).
• Car scheme post-probation.
• Private medical, life assurance, discounts, onsite nursery, well-being initiatives, and more.

We are an equal opportunities employer and support accessible recruitment processes. Please inform us of any adjustments needed to support your application or onboarding process.