• 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.