Fleet Associate - Incident Management

The role in a nutshell: Supporting customers with the highest care and quality, at a time that could be a very difficult situation.    

A bit about the Department – Our Operations Department plays a critical role in ensuring our customers receive an exceptional experience when using their vehicles. The department is dedicated to managing and optimising each aspect of vehicle operations, from maintaining vehicle performance and reliability to addressing any issues that may arise. The department consists of the following areas: Fleet Admin, Downtime Management, Maintenance Booking Support, Incident Support, Value Chain, Technical Services and Remarketing. The Operations department is responsible for ensuring our customers have peace of mind and confidence when using their vehicles.

What you’ll be doing:

Your role will involve assisting customers who have reported vehicle damage, ranging from major incidents like road traffic accidents to minor issues such as car park scrapes. Your primary responsibility is to ensure their vehicles are repaired and back on the road quickly, while also helping to keep them mobile during the repair process. Throughout, you will focus on making a challenging situation as smooth and stress-free as possible for the customer.

How you could stretch this role:

• The quality of the calls you make is critical to the success of the business. You will take ownership of any problems, use your initiative, and see them through to resolution.
• Gaining a comprehensive understanding of all roles within the Accident Team.
• Proactively identifying opportunities for improvement (kaizens) within the area and suggesting ways to enhance processes

Experience you’ll gain:

• You will be part of a supportive team that looks out for one another. Balancing a busy inbox alongside demanding customer calls can be challenging, so building strong internal relationships is key to thriving in this role.
• You must be able to quickly and accurately capture large volumes of information while effectively managing your time to follow up on repairs and complete tasks between calls.

How we’ll support you:

• A full KINTO induction.
• Support to develop the core skills required to excel in the role. 
• Providing you with clear and constructive feedback and encouraging you to do the same.

As a manager:

• Regular 1:1’s to provide direction and guidance.
• Clear objective setting via our performance management process.
• On-going coaching as required.
• Always available for support as needed.

What you’ll get to own:

• Your own development at your pace.
• Improvement ideas.

Key Experience & Skills:

• Excellent customer services experience
• Excellent attention to detail – the ability to take down information quickly and accurately
• Strong team player
• Experience of working with challenging SLA and KPI’s
• Excellent problem-solving skills

Attributes & Behaviours

• Flexible
• Able to focus
• Adaptable
• Conscientious
• Caring

• Competitive starting salary
• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Company Car
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Wellbeing hour each month
• Discounts on Toyota & Lexus cars
• Volunteer Days
• Wellbeing events
• Employee assistance programmes
• Free fruit in the office
• Free onsite car parking
• Working Hours 37.5 per week Monday - Friday
• Hybrid working policy 3 days from home each week should you want to

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process:

At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.