Experience

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  Ravenscroft motor group

  Jan 1998 - Aug 2001

  Motor vehicle technician

  I worked full time as a motor technician apprentice whilst completing my NVQ level 3 in motor vehicle technology. My duties included service and vehicle repairs & assisting in the completion of MOT checks.

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  Enterprise rent-a-car

  Aug 2001 - Aug 2008

  Customer service trainee > contact centre department manager

  I joined Enterprise Rent-A-Car as a customer service trainee within a small call centre of approximately 20 employees in 2001. I worked my way up through a number of customer service and account management roles including Customer service advisor, South East In-house Operations Rover, Masterlease account offsite Team Supervisor & Contact Centre Department Manager. In my final position for the company (Contact Centre Department Manager) I was responsible for a department of 4 supervisors, 70 customer service advisors & a data input team of 10 advisors. My duties included recruitment, staff development, appraisals, monitoring & reporting of KPI’s and working with the national sales team on account tender and implementation. Show less

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  Alphabet (gb) limited

  Aug 2008 - Apr 2015

  The management of the company’s owned rental fleet of 800 vehicles, utilized for long term flexible rentals. As part of this role I am responsible for the overall management of the fleet, the authorisation of refurbishment and maintenance repairs, management of our logistic supplier partners, the reservation and customer service processes and team which service our customers. During the 48 months which I have been responsible for the area the fleet has experienced 200% increase in fleet size and an increase in profits of 500% Show less In this role I worked as part of a team of controllers managing the maintenance budgets of our contract hire fleet. As part of this role I was responsible for auditing a large number of daily work requests via the 1Link system from our retailer network, to ensure that items were requested in accordance with the maintenance schedules and agreed pricing matrix. This role also included working with retailers and manufactures to resolve customer disputes by analysing all available information and utilizing third party inspections where required to reach a fair conclusion of all parties. Show less In my role of Order Management Supervisor I supervise a team of 7 employees. The remit of the team is to provide an excellent level of customer service to both our internal and external customers, reduce the company’s exposure to vehicles being ordered incorrectly by vetting approx 2000 vehicle orders per month across a range of vehicle finance products. Ensuring our customers are kept well informed throughout the order process is a key responsibility along with the prompt and accurate processing of approx 2500 vehicle invoices and dealer payments per month. This is a high pressured role working to tight monthly deadlines & KPI’s whose performance & results have a direct impact on the achievements of our sales and supplier management operations. Show less

  • Lead In Fleet Coordinator

    Jun 2013 - Apr 2015

  • Maintenance Controller

    Jun 2011 - Jun 2013

  • Order Management Supervisor

    Aug 2008 - Aug 2011
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  Bmw group uk limited

  Apr 2015 - now

  Customer service manager - bmw motorrad uk

  I am responsible for the investigation and resolution of customer related issues brought to the attention of the BMW Group and providing ongoing support and consultancy to the retailer network. A great focus in identifying trends in poor performance and working closely with senior individuals within the network to ensure the service provided to the customer is line with the company's expectations.