VUE Senior Executive

Tremendous opportunity as a Senior to contribute to improving our overall vehicle off road performance by reducing downtime and increasing communication. Whilst supporting your Manager and managing escalations you will work closely with external suppliers key internal stakeholders to maximise efficiencies and improve processes.  Alongside this you’ll be expected to triage all PV cases & manage technical VOR cases.

Responsibilities

• Monitor performance of internal technical team regarding authorisations that are causing VOR delays including post day 1 follow-up & major units.  

• Work with technical team to ensure that jobs are processed efficiently and that cost challenges are not causing vehicles to not be returned as planned with an aim of zero authorisation jobs being outstanding at the end of each day.

• Work with Network team to highlight any garages/fitters that are under performing regarding VOR and find solutions to improve or remove from Network

• Work with external suppliers, including i247 VOR team to ensure a consistent approach to VOR actions and reporting & to build strong relationships with these suppliers

• Obtain reports from relevant suppliers and ensure that all necessary action is being taken to minimise VOR time by those suppliers

• Create co-ordinated reports showing the holistic VOR position and share with agreed LPUK circulation list including Commercial, Operations and CS&Q

• Problem solving/complaint escalation with suppliers relating to VOR issues

• Long term (5day+ for SMR) VOR focus and chasing of suppliers/garages

• Process improvement recommendations based on data analysis of trends and root cause analysis

• Monitor complaints & OSAT responses to identify trends in process or supplier regarding VOR and make change recommendations

• Ensure driver communication process whilst in VOR is robust & suitable, working with others to ensure this is consistent and appropriate across the VOR supply chain

Skills, Experience & Background

• Previous experience within a customer service environment

• Experience with complaint handling and customer management

• Level of technical understanding

• Understanding of VOR and impacts

• Problem solving & opportunity identification skills

• Influencing skills both internally & with suppliers

• Ability to analyse data & identify trends to find solutions

• Reporting & presentation skills and ability to communicate the facts

• Decision making skills with a balanced view of cost/benefit/risk

• Experience of working in a team and ability to actively contribute to the team in a positive manner

• Resilience skills and ability to identify truth from fiction when dealing with suppliers

What We Can Offer

• Salary circa £32,000 - £38,000

• Generous contributory pension scheme 

• 25 days holiday, in addition to bank holidays 

• Volunteering days to assist in charity work

• Sustainability Initiatives 

• Holiday buy / sell (subject to conditions)

• Eligibility for Annual Bonus Scheme

• Enhanced parental leave

• Generous Employee Referral Scheme (£1000)

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!