Operations Associate

“This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services”

PURPOSE OF ROLE

This is a widely varied role, providing support across all KINTO Operational departments when required due to Holiday, Sickness and general workload.

Premier – To ensure all vehicles service, maintenance and repair is booked to the manufacture service schedule, to the client requirement and within our preferred network.

Downtime – To pro-actively monitor and manage all vehicles off road (VOR) as well as having close regular dialogue with garages so that each vehicle is repaired and reunited with its driver as quickly as possible.

Incident Management – To assist customers who have reported damage to their vehicles (FNOL), whether that be from a major incident such as a Road Traffic Incident, or minor damage such as car park scrapes.

Fleet Admin – Dealing with all aspects of admin relating to our Units in Operation

Remarketing - To perform Remarketing administration processing responsibilities in a timely and

accurate manner.

Key Responsibilities

Premier Team: -

• Provide a point of contact for a range of customer queries via telephone and email
• Making electronic bookings for vehicles’ service, maintenance and repair work.
• Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner.

Downtime: -

• Provide a point of contact for a range of customer queries via telephone and email
• Pro-actively monitor and manage Downtime on KINTO Fleet vehicles during service, maintenance and repair work.
• Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner

Incident Management: -

• You will be speaking to customers on the phone, as well as dealing with repair centres, body shops, and mobile repairers. You will also work with our third-party accident management supplier to provide a seamless service for our customer.
• You will also need to be able to take down high volumes of information quickly and accurately and manage your time effectively to chase repairs and complete tasks between calls.

Fleet Admin: -

• Processing of all types of fines, Congestion Charges, Ultra Low Emission Zones (ULEZ) charges and Clean Air Zone (CAZ) charges
• V5 Management, including Cherished Plates
• Relicensing of vehicles on fleet
• Motor Insurance Database (MID) Management
• MOT & Service reminder Management, Recall Management

Remarketing: -

• Requesting and Managing End of Contract (EOC) Inspect & Collection (I&C) Requests
• Weekly Stock Reconciliation ensuring all assets are accounted for
• Publishing of vehicles for sale
• Assist in the Customer Monthly Reports ensuring monies are paid
• Assist in the production of end of contract charges ensuring accuracy & revenue
• Produce Driver Sales quotations and manage subsequent enquiries
• Assist in the accurate and timely production of Remarketing reports and forecasts

General: -

• The ability to cover all roles and support the team, ensuring we meet department targets and objectives.
• Effective liaison with internal and external stakeholders & customers, delivering a service with Care, Warmth and Pride

How you could stretch this role:

• Learning tasks above and beyond the basic role within the department to support more advanced areas.
• Proactively monitoring areas that need support
• Gaining further knowledge of our business and of the fleet industry in order to improve our service and processes
• Using TPS Kaizen methodology to improve our processes

In the future, this role will provide a great knowledge base to become a subject matter expert across our department.

Experience you’ll gain:

• A broad picture of the workings of the department.
• A wide range of Customer Service, Operational, and Administrative skills.

How we’ll support you:

• A full KINTO induction
• Provide a great learning opportunity to develop the core skills required to excel in the role.
• Give you the space and opportunity to be your whole self at work.
• Foster a learning culture, 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.

ESSENTIAL SKILLS

• Resilient and resourceful with good organisational skills and the ability to communicate effectively at all levels
• Strong customer focus, first time resolution
• Effective complaint handling
• Organised to manage own workload
• Problem solving, solutions focused
• Self-motivated with enthusiasm to succeed
• Excellent call & email quality
• Attention to detail

• Competitive starting salary
• Bonus earning potential
• Hybrid working policy - 2 days from home each week
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee contribution of 4% with an employer contribution of 11%. This can flex to 15% dependent upon contributions
• 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

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.

For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.

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.