Job type
ContractLocation
FarnboroughWorking Pattern
Full-timeSpecialism
Customer ServicesIndustry
Banking & Financial ServicesPay
Competitive
Driver Technical Centre Executive
Driver Technical Centre Executive
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.
About the job:
We are recruiting for 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 are managed within required KPI’s and provide driver support, managing communication, including telephone calls, email etc. on vehicles, 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 Alphabet’s 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 suitable prioritisation is paid to vehicle SMR repairs by repairers’ depending on the complexity of work and accepted timeframes 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.
Engagement with breakdown providers, SMR repairers (franchised/independent) and vehicle manufacturers after sales customer service teams to ensure drivers are kept mobile with the provision of a relief vehicle.
• Negotiate with vehicle manufacturers on a determined case basis to ensure goodwill is maximised – including vehicle relief and early termination support. The expectations of this function and every individual within it are that goodwill figures in excess of £100,000 per annum are obtained through our engagement with vehicle manufacturers and key contacts. The consequences of not obtaining goodwill/support could lead to additional expenditure for our customers and increased complaint volumes. Whilst not a targeted objective or KPI, every individual is expected to contribute to this figure.
What will you bring to the global premium automotive brand:
- Relevant Technical qualifications for motor vehicle SMR.
- Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent
- A good understanding of the Fleet Industry Operational requirements is desirable but not essential.
- Strong customer service orientation & telephone negotiation / persuasion skills.
- Experience in the repair and maintenance of motor vehicles (Motorbikes, Cars & LCVs).
- Knowledge of the Epyx system is required as all individuals have technical advisor status within the system.
How will we support you:
A business's core values are integral to its corporate culture and guide its actions and decisions. 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 teamwork.
Appreciation – Reflecting on actions, respecting each other, offering clear feedback and celebrating success
Transparency –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
The equality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy1.
Key aspects of the policy include:
Promoting equal opportunities in recruitment and personnel development
Ensuring protection against discrimination and fostering respect in everyday business
Encouraging a diverse workforce to enhance competitiveness, effectiveness and innovation
Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identity and cultural background
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.
About the job:
We are recruiting for 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 are managed within required KPI’s and provide driver support, managing communication, including telephone calls, email etc. on vehicles, 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 Alphabet’s 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 suitable prioritisation is paid to vehicle SMR repairs by repairers’ depending on the complexity of work and accepted timeframes 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.
Engagement with breakdown providers, SMR repairers (franchised/independent) and vehicle manufacturers after sales customer service teams to ensure drivers are kept mobile with the provision of a relief vehicle.
• Negotiate with vehicle manufacturers on a determined case basis to ensure goodwill is maximised – including vehicle relief and early termination support. The expectations of this function and every individual within it are that goodwill figures in excess of £100,000 per annum are obtained through our engagement with vehicle manufacturers and key contacts. The consequences of not obtaining goodwill/support could lead to additional expenditure for our customers and increased complaint volumes. Whilst not a targeted objective or KPI, every individual is expected to contribute to this figure.
What will you bring to the global premium automotive brand:
- Relevant Technical qualifications for motor vehicle SMR.
- Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent
- A good understanding of the Fleet Industry Operational requirements is desirable but not essential.
- Strong customer service orientation & telephone negotiation / persuasion skills.
- Experience in the repair and maintenance of motor vehicles (Motorbikes, Cars & LCVs).
- Knowledge of the Epyx system is required as all individuals have technical advisor status within the system.
How will we support you:
A business's core values are integral to its corporate culture and guide its actions and decisions. 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 teamwork.
Appreciation – Reflecting on actions, respecting each other, offering clear feedback and celebrating success
Transparency –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
The equality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy1.
Key aspects of the policy include:
Promoting equal opportunities in recruitment and personnel development
Ensuring protection against discrimination and fostering respect in everyday business
Encouraging a diverse workforce to enhance competitiveness, effectiveness and innovation
Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identity and cultural background
