You will be responsible for:

• Manage, approve and audit all SMR (service, maintenance & repair) and Tyre requests ensuring adherence to the Alphabet Maintenance Policy. Including the approval of transactions at a higher limit to our Maintenance Controllers.
• Scrutinise all SMR and Tyre transactions, identify dealer or fitter abusive behaviour & obtain relevant cost avoidance savings. Identify and recharge to the customer items of maintenance and tyres not covered by the maintenance agreement.
• Ensure all transactions are approved at the lowest possible cost price to Alphabet.
• Processing tyres in adherence to the Alphabet fitter and tyre brand steering policy.
• To efficiently agree the vehicle SMR & Tyre work that should be conducted by the repairer on the best interests of Alphabet and our customer.
• To ensure calls are answered within required KPI’s, 1link worksheets and Tyre approvals are dealt with efficiently within SLA’s.
• To ensure that technical / product knowledge is kept up to date. To plan time to achieve objectives
• Overall daily team management ensuring we achieve our KPI’s, carry out PACE Q&A assessments with the team and carry out coaching sessions with the team members to improve their performance.
• Ensuring the customers’ requirements for Downtime Management and Goodwill opportunities are suitably identified and passed to relevant teams.

Qualifications

Skills & Experience

• Strong customer service orientation & telephone negotiation / persuasion skills.
• Experience of working in a cost approval & audit function either in a lease co. or other similar entity.
• Experience of managing a large operational team.
• Good understanding of the Fleet Industry Operational requirements, desirable but not essential.
• Knowledge of Microsoft Office, particularly Excel.
• Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent – Not essential, high level of technical knowledge.
• Desirable but not essential - Advanced mechanical training such as MasterTech (manufacturer specific).

In 2022 Alphabet was recognised as a Top Employer for the ninth consecutive year. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.

At BMW Group, we are open to requests for alternative working patterns.  For most roles, the following could be possible: flexible hours, job shares, compressed hours or part-time working.