Driver Technical Centre Executive, Farnborough Your new company Hays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles, and provider of premium services.
Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production.
Their aim is to play a dynamic and innovative role in shaping the face of mobility.
Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.
Your new role Driver Technical Centre Executive About the job We are recruiting a Driver Technical Centre Executive to join our client on a long-term temporary assignment.
This role involves ensuring the successful daily operational delivery for the Driver Interaction Centre by providing exceptional service to Customers and Drivers.
The opportunity Responsibility and control of Driver Risk income and proactive identification of enhanced Driver Risk solutions for our existing and potential customer base.
Ensure vehicles with an off-road notification are managed within required KPI's and provide driver support, managing communication including telephone calls, email etc.
on vehicle, general motoring issues and Driver Risk topics.
Providing customer & driver support through a strong customer journey and support through telephone and email contact.
Delivering on the companies' customer promise and ensuring unique customer experience expectations are met.
To include effective resolution or escalation of customer queries and complaints in a professional & timely manner.
Evidence of suitable prioritisation is paid to vehicle SMR repairs by repairers, depending on the complexity of work and accepted timeframe to complete.
Clear knowledge of vehicle repair is required.
Negotiate with breakdown providers, repairers and vehicle manufacturers with the key aim of returning a vehicle to an on-road condition in the quickest time.
Negotiate with vehicle manufacturers on a determined case basis to ensure goodwill is maximised – including relief vehicle and early termination support What will you bring to the global premium automotive brand: • Relevant Technical qualifications for motor vehicle #xE2;€¯ • Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent • Good understanding of the Fleet Industry Operational requirements is desirable but not essential.
• Strong customer service orientation & telephone negotiation / persuasion skills.
• Experience of the repair and maintenance of motor vehicles (Motorbikes, Cars & LCV's).? • Knowledge of the Epyx system required as all individuals have technical advisor status within the system.
• Ability to communicate with drivers in stressful situations, working on their own initiative and as a team member.
• Experience of working with external and internal service providers.
• Experience of working in a manufacturer's franchised dealership in workshop &/or service desk environments is a must • BVRLA accreditation Technical Customer Service Advisor (Level 3) How will we support you: The business' core values are integral to their corporate culture and guide their actions and ; These values include:Openness – Embracing change and new opportunities, learning from mistakes and acting with integrity, Responsibility – Making consistent decisions and committing to them personally, fostering trust and effective – Reflecting on actions, respecting each other, offering clear feedback and celebrating successTransparency –Acknowledging concerns and identifying inconsistencies constructively Trust – Relying on each other to act swiftly and achieve goals Diversity – Valuing diverse backgrounds and experiences to enhance innovation and competitiveness Compensation We offer a competitive hourly wage plus an annual performance-related bonus.
You will receive a generous annual leave of up to 35 days, which is inclusive of bank holidays.
There's free on-site parking available, and you'll have access to a subsidised restaurant.
We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.
Diversity, Equity and Inclusion Equality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences.