We’re looking for a Vehicle Operations Specialist to play a key role in protecting and elevating the driver experience across our growing fleet. When a vehicle goes off‑road, whether due to an accident, service and maintenance, or vehicle fault, this role ensures it is actively managed, progressed, and resolved with clarity and control.
What You’ll Do
- Take full ownership of vehicles that are off‑road, acting as the final escalation point for complex and high‑risk cases and reconstruct each journey end‑to‑end.
- Set direction, challenge partners and dealers when necessary, and ensure each case is handled in line with internal processes and regulatory requirements.
- Take ownership of driver complaints and dissatisfaction relating to vehicles off‑road.
- Build strong, accountable relationships with OEMs and partners, holding them to agreed timelines and standards and escalating when needed.
- Lead initiatives that improve how we manage vehicle downtime, reduce delays and deliver better outcomes for drivers.
What You’ll Need
- At least five years of experience within the aftersales sector of the motor industry, ideally within a main dealer or franchise environment.
- Strong, practical understanding of service, maintenance and repair, warranty processes, and OEM and dealer network operations.
- Comfortable interpreting technical information and challenging diagnoses, timelines or outcomes that do not meet expectations.
- Full ownership of complex cases from escalation through to resolution and ability to drive the right outcome even in ambiguous situations.
- Experience managing complaints or dissatisfied customers within a structured or regulated environment.
- Highly organised, able to manage multiple complex cases simultaneously while maintaining full visibility and control.
- Confident communication and de‑escalation skills, able to lead difficult conversations and provide reassurance.
- Strong partner management and influence skills, able to build credibility and hold partners accountable.
- Analytical awareness to identify patterns in downtime, repeat repairs and partner performance and use insights to improve operations.
- Resilience and adaptability in a fast‑paced, evolving environment with shifting priorities.
Why This Role Matters
This is a high‑impact position within a fast‑growing business. You won’t just manage cases—you’ll reduce downtime, strengthen partner performance and help define what exceptional vehicle operations looks like.
Equal Opportunity Employer
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment and fairness for everyone.
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