Tusker Vehicle Operations Case Handler Team Leader - Watford

lloyds banking group; Watford; On-site; GBP 35,000 - 38,000; Full time

Job summary

A prominent British financial institution in Watford seeks a Vehicle Operations Case Handler Team Leader to oversee the team and enhance customer service in vehicle operations. The position offers a hybrid working model and requires effective relationship management skills to improve fleet performance. Benefits include a generous pension and performance-related bonuses.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes

Discounted shopping

24 days’ holiday plus bank holidays

Generous parental leave policies

Qualifications

• Experience in Vehicle Operations and achieving KPI's.
• Ability to manage vehicle rental processes effectively.
• Strong relationship management skills.

Responsibilities

• Supervise the vehicle Operations Case Handling team.
• Coordinate vehicle-related issues with various stakeholders.
• Ensure effective fleet downtime performance.

Skills

Excellent communication skills

Proficient in Word and Excel

Strong attention to detail

Self-management ability

Problem-solving attitude

Job description

End Date

Tues­day 18 November 2025

Salary Range

£35,340 – £37,200

Flexible Working Options

Flexibility in when hours are worked

Job Description Summary

Based in Watford

Job Details

• Job Title: Vehicle Operations Case Handler Team Leader
• Salary: £35,340 rising to £36,540 as of April 2026
• Location: Watford
• Hours: Full-time
• Working Pattern: Hybrid – at least three days per week (60%) in the Watford office; during the training period, new starters are required to be in the office five days a week until fully trained

About this Opportunity

Responsible for the supervision of the vehicle Operations Case Handling team and the co‑ordination of vehicle‑specific topics with drivers, vehicle repairers and other suppliers to reduce vehicle downtime and provide a customer‑focused experience. The key objective is to assist the team to deliver effective fleet downtime performance and an outstanding customer driver journey for Tusker’s customers.

What You’ll Need

• Experience contributing to Vehicle Operations delivery and achieving all KPI’s for operational requirements, and producing weekly summary reporting of Vehicle Operations cases to the Head of Vehicle Operations while supervising and assisting Case Handlers with daily management and performance statistics.
• Ensuring all rental vehicles issued against cases are accurately managed and, where possible, reclaimed from vehicle manufacturers, and assisting the Vehicle Operations Executive with Stop‑Gap and Daily Rental interactions with drivers, including placing rental bookings, managing rental lengths, and off‑hiring bookings as required.
• Build and maintain relationships with internal/external customers and suppliers, leveraging these relationships to ensure an optimised level of service delivery and cost reduction, and managing guidance on VOR (vehicle off‑road) issues.
• Manage internal communications regarding problematic and ongoing vehicle cases to the wider Tusker business where required, with continuous systems and process improvements.
• Investigate and resolve supplier issues to confirm consistent levels of customer service are received by Tusker.
• Support Vehicle Operations Controller activities where required and interact with Maintenance Controllers to monitor, review and manage ongoing and problematic cases.

And Any Experience of These Would Be Really Useful

• Excellent communication skills, both written and verbal, proficient Word and Excel skills, with previous leasing and rental industry experience preferred.
• Strong attention to detail.
• Self‑management ability to prioritise work and multi‑task to meet strict SLAs, with the tenacity to see multiple tasks through to successful completion at any given time.
• A smart and tenacious attitude towards investigations and finding facts, displaying integrity by always treating customers fairly when making decisions.
• Demonstrates high levels of enthusiasm, self‑motivation and positivity, and works with and interacts with all people and levels with respect and confidence.

About Working for Us

We focus on ensuring we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

We especially welcome applications from under‑represented groups. We are disability confident, so if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

Benefits

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes, including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days’ holiday, plus bank holidays
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you.