At a Glance
- Tasks: Lead the development and delivery of Ayvens' Customer Service Strategy for sustainable mobility.
- Company: Join Ayvens, a leader in sustainable mobility solutions across 42 countries.
- Benefits: Enjoy 25 days holiday, flexible working, study support, and a generous pension scheme.
- Other info: Be part of a diverse team committed to sustainability and innovation.
- Why this job: Make a real impact on customer experience and drive change in a dynamic environment.
- Qualifications: Experience in customer service operations and change management methods like Agile and Lean.
The predicted salary is between 40500 - 49500 £ per year.
At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
Our Business Readiness function provides market leading Customer Care capability to Ayvens Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners.
In this role you will be responsible for leading the process for the development and delivery of Ayvens Customer Service Strategy, taking ownership of Customer Experience, Resource Planning and Business Readiness capabilities
- The key responsibilities of the role are as follows
- Organise and complete business impact assessments across the teams impacted by the changes, ensuring the impact on employees and customers is considered.
- Supporting operational leaders in assessing and highlighting risk & compliance challenges associated to the implementation of change.
- Work with impacted areas and planning team to assess the impact of the change on the function, including any changes in volumes, liaising with the project team to ensure impacts are fed into the master project plan.
- Attend relevant working groups to ensure department needs are adequately represented and that identified impacts, risks and issues and escalated as appropriate to the relevant Head of function.
- Create, manage and monitor the detailed project plan to ensure all business readiness activities are executed in a timely manner.
Provide timely summary and status updates as required.
- Lead how divisional change is implemented by supporting colleagues, team managers, SMEs and stakeholders to achieve change activity milestones and target deadlines.
- Co-ordinate the implementation of new or changed service level agreements and key performance indicators required as a result of the project implementation.
- Co-ordinate the implementation of new or amended procedures, ensure skills matrix and training plans are updated and ensure the appropriate quality measures and controls are introduced where required.
- Engagement with L&D to produce the training needs assessment and agree the strategy for training delivery .
- Implement local communications plans to ensure all teams are aware and informed about changes.
- Partner with the central change management function to understand the impact of the company change portfolio on the business area and provide input to the quarterly integrated portfolio review.
Skills and Experience
- Strong understanding of the operational landscape of the Customer Service Division (Structure, People, Processes and Systems)
- Good understanding of project and improvement management methods including Agile, Lean, APM
- Experience working on change projects
- Proactive and able to work as part of a team and as an individual
- Confident decision-making skills and the ability to prioritise or escalate appropriately
- Excellent stakeholder management skills, able to build relationships to collect data on time, chase outstanding actions and challenge back where necessary.
- This is a 12-month Fixed Term Contract
- What We Can Offer
- Generous contributory pension scheme
- 25 days holiday, in addition to bank holidays
- Volunteering days to assist in charity work
- Sustainability Initiatives
- Holiday buy / sell (subject to conditions)
- Travel Insurance (cost associated)
- Dental Insurance (cost associated)
- Flexible working options available
- Eligibility for Annual Bonus Scheme
- Study support (where applicable)
- Enhanced parental leave
- Generous Employee Referral Scheme (£1000)
- Cycle2work Scheme
- Free breakfast / fruit in the Bristol office
- EV charging points, bike storage, shower & changing facilities, car parking
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified.
At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless!
What’s the worst that can happen?!
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals.
By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction.
Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business.
We’re committed to sustainable mobility and have made it a core part of our strategy.
In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration.
We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.
Follow our page for the latest updates, news, and insights.
*ALD Automotive | Lease Plan are rebranding to Ayvens across all 42 countries by 2025.
Business Readiness Lead employer: LPUK LeasePlan UK
At Ayvens, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion while prioritising employee well-being. As an Account Manager - Broker Partnerships, you'll enjoy competitive financial benefits, generous time off, and opportunities for personal development, all within a supportive environment that encourages creativity and collaboration. Located in the North & Scotland, you will be part of a forward-thinking team dedicated to shaping the future of sustainable mobility, ensuring your contributions are valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Business Readiness Lead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like LPUK LeasePlan UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like LPUK LeasePlan UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Business Readiness Lead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to LPUK LeasePlan UK.
How to prepare for a job interview at LPUK LeasePlan UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in LPUK LeasePlan UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services LPUK LeasePlan UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
