Related skills
partner management oem case management de-escalation aftersales📋 Description
- Own fleet downtime end-to-end; final escalation point for off-road vehicles.
- Reconstruct journeys using driver, internal and partner inputs to decide next steps.
- Manage driver complaints and dissatisfaction per internal processes and regs.
- Build credibility with OEMs/partners; hold to timelines; escalate when needed.
- Own relationships across brands; work with Network Manager to improve aftersales.
- Lead initiatives to improve downtime management and drive change.
🎯 Requirements
- 5+ years in motor industry aftersales, ideally at a main dealer or franchise.
- Interpreting technical information from dealerships/OEMs; challenge misaligned timelines or diagnoses.
- Take full ownership of complex cases from escalation to resolution.
- Experience managing complaints in a structured or regulated environment.
- Highly organised; manage multiple complex cases with visibility and control.
- Confident communicator; de-escalation; build partner relationships and accountability.
🎁 Benefits
- High-impact role in a fast-growing business
- Flexible, autonomous culture with ownership
- Dog-friendly offices and inclusive environment
- Access to Octopus Employee Benefits hub
- Recognised as a top employer
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