Programme Support Officer

ACTIVATE GROUP LIMITED; Huddersfield; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading automotive service provider in Huddersfield is seeking a Programme Support Officer to enhance customer support and administrative coordination. The role involves managing stakeholder relationships, assisting with programme activities, and ensuring operational efficiency. Applicants should have strong customer service skills, excellent communication abilities, and be proficient in Microsoft Office. Competitive salary up to £30,000 per annum.

Benefits

33 days holiday

Personal health cash plan

Enhanced maternity/paternity/adoption pay

Life assurance

Free breakfasts and fruit

Birthday surprise

Qualifications

• Previous experience in a customer service or support role required.
• Clear communication with internal and external customers.
• Ability to manage multiple tasks and priorities simultaneously.

Responsibilities

• Provide total loss avoidance programme support to customers.
• Conduct proactive outreach to support bodyshops.
• Coordinate programme administration and operations.

Skills

Customer service skills

Stakeholder management

Communication skills

Detail-oriented mindset

Analytical mindset

Proficient with Microsoft Office Suite

Tools

MS Excel

MS PowerPoint

Job description

Job title: Programme Support Officer

Department: Automotive

Location: Huddersfield

Hours: 37.5 hours per week

Salary: Up to £30,000 per annum

We’re looking for a Programme Support Officer to be part of our success story.

Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
Great career development opportunities – grow with us.

Position Overview

The Automotive Programme Support Officer is a customer service, administrative and programme coordination role within the Avant Automotive division. This position provides essential total loss avoidance customer support, business administration, programme coordination, and operational support across various vehicle manufacturer programmes, with particular focus on managing the administrative aspects of automotive parts programmes.

This role requires excellent customer service skills, with a detail-oriented mindset and collaborative approach with both internal teams and external stakeholders including collision repair customers, trade suppliers, and clients. The successful candidate will be responsible for managing stakeholder relationships, coordinating programme activities, administration and reporting, and ensuring smooth operations across the automotive division.

Key responsibilities

1. Total Loss Avoidance Programme Support and Co-ordination (Primary Focus - 60%)

• Make proactive customer service calls to bodyshops and network management to maximise parts support opportunities.
• Build and maintain strong customer relationships through regular communication and proactive outreach.
• Provide responsive customer service support via phone and email to bodyshops and network management.
• Programme administration support including onboarding, mapping, and repair network coordination.
• Provide additional parts support to bodyshops, aiming to optimise programme outcomes.
• Helpdesk and inbox management, providing ad hoc support to VM networks.
• Communicate effectively with programme teams to ensure efficient case handling.
• Actively participate in the verification of parts and final decision-making processes.
• Monitor programme performance and identify areas for improvement.
• Monitor automated Total Loss Avoidance portal and proactively identify opportunities for parts support.
• Adapt to supporting multiple parts programmes as the business evolves.
• Assist with ad hoc tasks and provide operational support to the Automotive Account Director as needed.

2. Programme Administration (40%)

• Provide administrative support across various manufacturer paint and body programmes, ensuring smooth operations and efficient coordination.
• Produce reports using advanced MS Excel functions and market-leading bespoke systems.
• Develop and produce client meeting packs, board papers, and executive summary documents to a high standard.
• Create PowerPoint presentations on behalf of Automotive team members and senior management.
• Bodyshop and Network market penetration analysis.
• Minute taking as required.
• Project Management responsibilities ensuring completion to tight deadlines.

Skills and Experience

• Proven experience in automotive parts sales, vehicle damage assessment, or automotive programme support, desirable but not essential.
• Previous experience in a customer service or support role essential.
• Clear communicator with excellent stakeholder management skills with internal and external customers as well as both technical and non-technical.
• A pro-active can-do approach.
• Excellent team player.
• Great communication and interpersonal skills, via face to face, email and phone.
• High standard of grammar and document production.
• Obtain an analytical mindset with a focus on attention to detail.
• Proficient with Microsoft Package (Word / Excel / PowerPoint).
• Results-driven, ensuring targets are met at a high standard.
• Proven ability to manage multiple tasks and priorities simultaneously.

Additional (desirable)

• Full UK Driving Licence.
• Automotive parts sales knowledge.
• Knowledge of motor claims management.
• Geographical Information Systems / Mapping experience.

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers.

Purpose

Make someone's bad day better

Values

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm – make small improvements often.
• Win together – Be a team-player. Win together, learn together, respect each other.