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.   

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:

Working in a dedicated team, 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.

Day to Day duties:

• A typical day will involve answering the calls and taking accident reports, replying to emails from insurance companies and drivers, chasing body shops for updates on the progress of accident repairs. Incoming call volumes vary, often depending on the weather.
• The role is primarily phone based, so you will need to be confident on the telephone, with the ability to build a rapport through your listening skills.

Admin tasks etc:

• Replying to emails, producing claims history letters.

Requirements

Essential:

• Please note that all KINTO-UK Ltd employees are required to undergo and successfully obtain Enhanced Security Clearance. These checks include verification of employment history, family background, and financial records.

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:

• Strong listening skills
• Flexible
• Able to focus
• Adaptable
• Conscientious
• Caring

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.

Benefits

• 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
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parking
• Onsite nursery with discounted prices
• Well-being hour each month
• Discounts on Toyota & Lexus Cars
• Well-being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office

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 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.