- 3 year FTC
- Near Epsom, Surrey (location is most easily reached by own transport)
- Hybrid working (3 days a week in the office)
- ASAP start
- Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)
Role in a nutshell: In this role, you will support customer experience and manage complaints & queries in relation to the HF24 – Hilux Inspection Campaign. This will include working closely with the TGB HF24 Project Lead & stakeholders in order to effectively respond to customer issues relating to this Campaign. You will also specialise in managing cases received via Compass, share knowledge & common issues with the wider CSC team.
Please note that all candidates are welcome to apply for both Hilux positions (Transport & Customer Coordinator).
What you’ll be doing:
HF24 – Hilux Vehicle Logistics Management
In support of the HF24 Hilux Frame Inspection Campaign, organize & manage logistics of affected Hilux vehicles between the Network & TMUK Frame Replacement operations.
- Manage all incoming Network transport requests via Compass for affected vehicles to & from TMUK @ Burnaston.
- Management of related transportation requests via the new WUVR system & related SPIL actions…. per Vehicle.
- Monitor & ensure population of the dedicated HF24 Vehicle ‘Holding’ Area at VLG to as close to the maximum of 100 units at all times.
- Provide up the minute ETA detail relating to HF24 Transport availability options.
- Close, daily liaison with HF24 key stakeholders across TME, TMUK & TGB: Technical Manager: Hilux / VLG / TMUK Pod Repair Team & Logistics Partners to build & maintain transportation ETAs.
- Arrangement of single-vehicle transport options when required for any anomaly/adapted Hilux vehicle.
- Utilisation of daily reports from all key stakeholders and use of Capture process reports.
- Creation & management of regular communications with the Network through dedicated SOURCE page for this campaign, including current ETA and related customer handling advice.
Case Management
- Respond to & resolve Network & related customer enquiries quickly and efficiently.
- Supporting Network partners through Compass cases within usual Vehicle Support SLA.
- Maintaining TGB priority for Customer First, taking ownership & responsibility for customer issues.
Network Management
- Review contacts & requests into TGB for HF24, identify and work with Network with specific transport needs.
- Identify innovative ways to improve systems and communications to support Network partners and enable self-serve.
- Escalate system failures/bugs with IS for earliest resolution.
Skills, Behaviours and Experience:
Essential
- Excellent communication skills
- PC literate inc. UVR, DRD, as400, SPIL & SOURCE.
- Ability to work & react quickly in a pressurised environment
- Flexible attitude to work
- Ability to make balanced and consistent decisions
- Able to prioritise own workload and work to deadlines
- Integrity and resilience
- Team focused
- Common sense and open-minded approach to dealing with queries
- Confident with a customer centric approach
Desirable
- Interest in the automotive sector
- Experience of customer relations strategies
- Experience of liaising with dealer network
To apply for this job email your details to tlpresourcing@tlpco.com.