End Date
Tuesday 06 June 2023
Salary Range
£24,579 - £27,310
Agile Working Options
Other Agile Working Arrangements / Open to Discussion
Job Description Summary
Customer Service - Technical Controller
Job Description
Transport Customer Services is a key part of Consumer Lending, the largest division in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands by providing cars, vans, caravans and motorbikes and/or the finance for them. We strive to deliver customer service excellence that responds to constantly evolving customer needs. If you’re curious, capable, driven and adaptable – then we want to hear from you.
We’re recruiting for a Technical Controller within the specialist Technical Services Department. You'll be responsible for maintenance authorisation, inbound and outbound telephony, management of vehicle downtime, maintenance scheduling and to be the focal point for any customer technical queries.
To work as an expert in this area, which is highly regulated (i.e. O licence, PUWER and LOLER regulations) and to provide a professional first class service to customers with bespoke vehicles, it’s essential for colleagues in this department to have mechanical knowledge, previously worked as a vehicle technician or have 5 years motor trade knowledge as a minimum. You’d ideally have qualifications such as City & Guilds 381 & 382 qualifications (or equivalent BTec).
Other accountabilities include:
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Proactive maintenance/SMR scheduling
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Assist on 1link with transactions as required
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Provide telephone support to all fleet customers
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Management of vehicle downtime to reduce costs
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To proactively manage and effectively control the maintenance budget through a combination of vast industry knowledge, best practise and cost effective authorisation of vehicle repairs.
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To deliver service standards in line with department SLA’s
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To effectively manage vehicle downtime, relief vehicle charges, ancillary equipment compliance through a combination of best practise and cost effective authorisation of vehicle repairs.
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To ensure that the highest level of service and professional assistance is provided to our suppliers and customers through effective communication.
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Support and develop the Technical Support Colleagues by identifying training and coaching requirements and demonstrating where improvements can be achieved
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Support and assist the Vehicle Service Management & Customer Care teams
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Provide detailed incident notes to support complex repairs and customer feedback.
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To obtain authorisation for fleet managed and rechargeable repairs.
What we’ll need from you:
(Crucial)
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Achievement Drive: Seizes opportunities to achieve and exceed both business and personal objectives
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Building Relationships: Puts sustained effort into building influential relationships
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Customer Focus: Dedicated to meeting and exceeding the expectations and requirements of customers
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Developing Self & Others: Has the ability and interest to take responsibility for own development and actively encourages and supports the development of others
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Judgement & Decision-making: Demonstrates a readiness to make quality decisions, based on logical analysis or information and can organise them
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Team Working: Works co-operatively and productively with all colleagues
(Desirable)
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Continuous Improvement: Identifies the processes needed to make things happen in a quality-orientated way, and get things actioned
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Interpersonal & influencing skills: Influences, convinces or impresses others in a way that on logical analysis or information and can organise action
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Leadership: Creates and communicates a compelling vision and sense of core purpose
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Leading Change: Identifies ways to improve our business. Engages with all colleagues to support them through ambiguity and transition
In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance.
We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.
We’d welcome applications from people who have experience in customer service and managing customer relationships.
In return for your expertise, what will you get from us?
You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first three months could be office based due to training).
We recognise that in order to attract the best people we need to be flexible – we know that ‘normal’ office hours aren’t always doable! Whilst we can’t accommodate every flexible working request, we’re always open to conversations around working patterns. If you want to be part of an inclusive, values-led culture that celebrates diversity and equal opportunity – then we look forward to hearing from you.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.