Customer Compliance Controller

ROLE PURPOSE As a Customer Compliance Controller, you play a crucial role in ensuring the continuous compliance and smooth operation of our customers' fleets. Your primary objective is to plan and book scheduled maintenance events for our customers' commercial vehicles, such as MOTs, safety inspections, and tachograph calibrations. You will use our maintenance system, Simply Objects, to monitor and schedule maintenance events, liaise with customers and suppliers, and ensure that all maintenance tasks are carried out efficiently and in a compliant manner. POSITION IN ORGANISATION AND LIMITS OF AUTHORITY Reports to – Customer Compliance Team Leader Internal Contacts – Collaborating closely with the Fleet Engineering, Rental, Sales, and Finance teams External Contacts – Engaging with customers and suppliers KEY RESPONSIILITIES Maintenance Scheduling and Booking * Utilise Simply Objects to generate reports indicating when scheduled maintenance events are due for customers' fleets. * Plan and book maintenance events with third-party dealers and service providers on behalf of customers. * Liaise with customers to understand their preferences and availability for scheduling maintenance events. * Coordinate with suppliers to determine their availability for the required maintenance work. * Communicate with customers to inform them of available appointment slots and secure their confirmation for booking. * Manage the provision of substitute vehicles, ensuring that customers are provided with timely and appropriate alternatives during vehicle maintenance periods. * Send email confirmations to customers, including details of the booked maintenance appointments. Progress Tracking: * Keep customers informed about vehicle bookings, reducing the likelihood of no-shows at thirdparty dealers. * Proactively track the progress of active maintenance jobs to ensure timely and efficient completion. * Maintain open lines of communication with customers and suppliers to resolve any scheduling or progress-related issues promptly. Database and System Management: Update Simply Objects with accurate information, especially when the fleet undergoes changes in local dealership. Set up and manage service service schedules within Simply Objects to ensure timely reminders for future maintenance events. Create and provide maintenance planners to customers through Simply Objects, outlining upcoming maintenance schedules and appointments. Documentation and Record-Keeping: * Obtain all necessary paperwork from third-party service providers once maintenance work is completed. * Review the provided paperwork to ensure accuracy and completeness. * Upload the verified paperwork into Simply Objects for record-keeping. * Provide customers with copies of the completed paperwork for their records. Customer Communication: Work closely with Customer Service Advisors to ensure that customers are consistently informed about the progress of their vehicles during maintenance. Respond promptly and professionally to calls and emails from customers regarding maintenance queries and requirements. Handle customer enquiries with empathy and patience, working towards effective issue resolution. QUALIFICATIONS AND EXPERIENCE REQUIRED * Minimum of 2 years experience in a customer service or fleet scheduling role, ideally within the commercial vehicle or rental industry. * Knowledge of commercial vehicles and fleet management is highly advantageous. * Excellent verbal and written communication skills are essential Exceptional problem-solving abilities and attention to detail. * Ability to work effectively in a fast-paced, team-oriented environment. * Strong organisational skills and the ability to manage multiple priorities effectively. * Willingness to collaborate with colleagues and other departments to achieve common goals and provide the best customer service possible. * Willingness to learn and adapt to evolving processes and technology. KEY MEASURES OF SUCCESS / PERFORMANCE Customer Satisfaction: Achieve consistently high customer satisfaction concerning scheduling and information updates related to fleet status. Timely Maintenance Tracking: Efficient tracking and management of active maintenance jobs to ensure on-time completion. Reporting: Maintain a high level of accuracy in our operating system Simply Objects, ensuring that vehicle statuses, repairer updates, and other data are up-to-date and error-free. Effective Supplier and Customer Communication: Build strong working relationships with suppliers to enhance communication and streamline maintenance processes. Issue Escalation and Resolution: Measure the time taken to escalate and resolve issues, with the aim of achieving swift resolutions to minimise customer disruption. Other Benefits: 25 days holiday plus BH Holiday Trading Policy – Buy/Sell up to 5 days holiday a year Birthday Holiday Policy Pension Hours: Mon – Friday on a weekly rotating shift pattern of early (7am-4pm) and late (9am to 6pm). We do have a hybrid policy in place which means you can work 2 days a week from home if you wish, these 2 days are on a rota system so won’t be the same 2 days each week