Operations Controller - Coventry

What you will do

As the Operations Controller your role is to proactively manage the GVS process from “planning, through On Arrival” to “Invoice / Claim” closure. Ensure that CSR’s and Technician Supervisors are working in line with the standard OTI process. Ensuring that service and repair work is completed to time and quality standards and all invoice / claim documents are complete and accurate. Managing customer expectations, job profitability and workshop productivity targets will be a daily focus to ensure that workshop profitability is optimised

Main Tasks:

• Volvo Service process steps are adhered to at all times.
• Carry out regular process reviews with your Manager to identify operational issues / discrepancies and ensure appropriate follow up actions are taken to rectify.
• Manage the performance of the service department to ensure that KPI targets are achieved.
• Manage and plan workshop / support resources to ensure that OTI process requirements can be fulfilled on each shift.
• Support the CSR / Workshop Supervisor as required ensuring job specification, codification and quoting preparation tasks are completed on a timely basis
• Support the service department as required ensuring that invoice / claiming closure tasks are accurate and completed on a timely basis.
• Assist & provide support to Workshop Supervisors in specification / codification of non-standard, complex jobs and ensure all such work is agreed with customer before starting.
• Manage hand over of complex or potentially contentious jobs (invoices, claims) to ensure full buy-in and agreement from customer (Retail or Internal.)
• Hold daily production meetings to plan workload and resources, Review identified issues from previous shift and identify appropriate solutions consistent with standard OTI process requirements.
• Anticipate production problems based on forward plan / resources and provide active support to handle workload.
• Monitor staff performance versus standard role requirements and personal objectives and identify areas for development (using the PBP process.)
• Perform periodic competence assessments using agreed process for all staff within area of responsibility and produce plans to address competence issues.
• Ensure appropriate training and support is provided on a timely basis to bridge competency gaps identified.
• Manage & process productive wage submission on a monthly basis.
• Plan, report and control all lost & non available hours in line with budget KPI.
• Assist the Service/Dealerpoint manager in the production of the annual business plan.
• Work in accordance with Volvo Group UK standards of health, safety, quality and environmental care.
• Manage scheduled meetings with the customer.
• Any other duties that may be reasonably requested by your manager

Who are you?

What we are looking for:

• Experience of working within the motor vehicle industry, preferably a technical background from working within a commercial workshop.
• Full knowledge of VOSA requirements and MOT testers manual.
• Knowledge / experience of leading teams.
• Knowledge of workshop KPIs

Education / Professional Qualifications required for the position:

• City and Guilds, NVQ 3 or equivalent in Motor Vehicle Technology
• Experience of working within the motor vehicle industry, preferably a technical background from working within a commercial workshop.
• Full knowledge of VOSA requirements and MOT testers manual.
• Knowledge / experience of leading teams.
• Knowledge of workshop KPIs

What’s in it for you?

• Generous company pension
• 25 days holiday raising to 30 days with service + bank hols
• Healthcare plan with access to dental insurance
• Enhanced paternity/maternity leave
• Employee discounts extended to family and friends on many High St Retailers, Gym memberships, travel, hotel, theme parks plus much more +++

Ready for the next move?

•    If you want to make a real impact in your career, the transportation business is where you want to be. We look forward to meeting you.