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Role Location
Operations Manager Head office Kensington
Department:Reporting to:
Operations Managing Director
Role summary:
Assist in managing the day to day office operations ensuring that the movement of all cars are consistently done on time and in the most efficient way. You will also be responsible for ensuring that the fleet usage, utilisation and staff productivity is maximised through excellent resource management.
Key responsibilities:
- Assist in orchestrating the effective coordination of all bookings, deliveries and collections in by working closely with all relevant teams and stations. You will need to remain focused on continually improving fleet utilisation, productivity and efficiencies.
- Assist in managing customer problems, changes and queries to achieve the best outcome for all parties involved whilst maintaining the highest level of customer service.
- Assist in training and educating junior members of staff in all aspects of operations and customer complaint handling.
- Efficiently manage, deploy and oversee all driver movements whilst keeping costs to a minimum.
- Manage the deployment of staff on a daily basis to ensure all areas of the business are sufficiently covered and the highest-level customer service is maintained at all times.
- Build relationships with all vehicle repair specialists ensuring that vehicle downtime and repair charges are kept to a minimum.
- Communicate, manage and document all incremental rental charges whilst ensuing customer service is kept at the highest level.
- Keep the booking system up to date, manage and address all KSI’s and accurately complete all rental invoices in a timely manner.
- Ensure communication channels are kept open at all times with all stations and departments allowing the business to display good customer service and efficiency.
- Liaise with our valet department ensuring they have an accurate schedule of work, quality is maintained, potential issues or high demand has been communicated in advance and cars are on site prior to the customers arrival.
- Assist in the arrival and departure of vehicles from fleet ensuring end of life charges are kept to a minimum and sufficient parking is available for transporter drivers
- Facilitate all requests submitted by the sales team to maximise revenue potential thus driving business growth.
- Understand and be able to step into all operational roles when the business demands it
- Ensure you lead by example at all times and contribute to a positive team environment especially during periods of change
- Check, reconcile, manage and oversee all drivers’ expenses and timesheets ensuring you accurately follow procedure and raise any concerns you have.
Skills, knowledge and competencies
- Communications skills
- Planning and implementation
- Office awareness
- Teamwork and relationship building
- Problem solving
- Proactivity
- Commerciality
- Numeracy
- Logistics
- Microsoft applications
- Attention to detail
- Calm when under pressure
