Aftersales Fleet Support Specialist in London

Chery Motors has always adhered to a technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform and new energy, and the first one in China to export vehicles, CKD parts, engine and vehicle manufacturing technology and equipment to the overseas market. Chery has continuously deepened its globalisation through the implementation of product strategy, localisation strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of 11 million consumers worldwide.

Role Overview: As part of our growth, we are seeking an Aftersales Fleet Support Specialist to strengthen our Fleet Aftersales operations and ensure premium service delivery to our key fleet and corporate clients. This role plays a pivotal part in supporting the Fleet Aftersales Manager and Aftersales team in managing customer complaints, service issues, warranty escalations, and aftersales policy implementation. The successful candidate will act as a key liaison between the OEM, retailers, and corporate customers, ensuring professional communication, rapid case resolution, and data-driven service improvements. This position requires a strong balance of customer focus, analytical skill, and process discipline.

Main Responsibilities:

• Fleet Customer Support & Complaint Handling: Assist the Fleet Aftersales Manager in managing aftersales complaints and service-related escalations from key fleet and corporate clients. Coordinate between customers, retailers, and internal departments to ensure prompt and professional issue resolution. Monitor complaint trends and provide regular analysis to identify root causes and improvement opportunities.
• Aftersales Policy Development & Implementation: Support the creation and implementation of fleet-specific aftersales policies, including service levels, warranty processes, and goodwill procedures. Ensure policies are communicated effectively across internal and retail networks. Provide feedback based on real-world cases to support continuous improvement of fleet service standards.
• SMR (Service, Maintenance & Repair) Data Management: Collect, consolidate, and analyse SMR data from the dealer network and fleet partners. Produce regular reports on maintenance trends, cost performance, and service compliance. Support forecasting and budgeting processes related to fleet SMR operations.
• Process Coordination & Case Monitoring: Track progress of open fleet aftersales cases and ensure timely updates to all stakeholders. Maintain accurate case documentation and ensure compliance with internal standards. Collaborate with warranty, parts, and technical support teams to align case handling procedures.
• Customer Relationship Management: Develop and maintain strong working relationships with key fleet clients and service partners. Support in the organisation and follow-up of fleet service reviews, client meetings, and performance updates. Act as an ambassador for Omoda | Jaecoo brands, delivering professional communication and consistent service standards.
• Reporting & Continuous Improvement: Provide regular reports to management on complaint resolution performance, SMR cost trends, and customer satisfaction metrics. Support the design and implementation of process improvement initiatives across the fleet aftersales function.

KPI’s:

• Fleet Complaint Resolution Rate - Timely and effective resolution of customer complaints and aftersales issues.
• Policy Compliance & Implementation - Accurate and consistent application of fleet aftersales policies across the network.
• SMR Data Accuracy & Reporting Quality - Timely submission and reliability of SMR data reports and analyses.
• Customer Satisfaction (Fleet Clients) - Positive feedback and service ratings from fleet and corporate clients.
• Case Management Efficiency - Reduction in open cases and average case closure time.

Requirements:

• Minimum 3–5 years’ experience in OEM or automotive aftersales environment, ideally with fleet or corporate customer exposure.
• Strong communication and coordination skills with a customer-first mindset.
• Analytical and detail-oriented, capable of managing and interpreting complex data.
• Confident using Microsoft Excel, Power BI, or similar data analysis tools.
• Ability to multitask, prioritise effectively, and work calmly under pressure.
• Team player with a proactive and solution-driven approach.
• Full and clean UK driving licence preferred.