Vehicle Operations Specialist in London

We’re looking for a Vehicle Operations Specialist to play a key role in protecting and elevating the driver experience across our growing fleet. When a vehicle goes off-road due to an accident, service and maintenance, or vehicle fault, this role ensures it is actively managed, progressed, and resolved with clarity and control. You will bring structure, direction, and momentum to situations that are often complex, time-sensitive, and involve multiple stakeholders. This isn’t just about handling incidents. It’s about managing downtime and delivering successful outcomes for our drivers.

You’ll take ownership of drivers and their vehicles throughout their off-road journey, ensuring they feel supported and informed while building strong, accountable relationships with our partners/OEMs to drive timely and effective resolutions. Your impact will be felt in reduced downtime, stronger partner performance, and drivers who stay with us because of how we showed up when it mattered most. You will play a pivotal role in driving change across the EV aftersales industry.

Responsibilities

• Own Fleet Downtime End-to-End: Take full ownership of vehicles that are off-road, acting as the final escalation point for complex and high-risk cases. Reconstruct each journey end-to-end, consolidating all driver, internal, and partner inputs to fully understand what has happened and what needs to happen next. From the point a case enters the downtime team, you will take control, setting direction, and challenging partners and dealers where needed.
• Manage Complaints & Driver Dissatisfaction: Take ownership of driver complaints and dissatisfaction relating to vehicles off road, ensuring each case is handled in line with internal processes and regulatory requirements.
• Build Strong Partner Relationships: Work closely with OEMs and partners to drive progress and deliver strong outcomes for drivers. You will build credibility and trust while holding partners accountable to agreed timelines and standards, knowing when to escalate to unlock movement. You will take ownership of relationships across your assigned brands, working closely with the Network Manager to strengthen partnerships and improve aftersales performance.
• Drive Continuous Improvement & Commercial Awareness: Lead initiatives that improve how we manage vehicle downtime, identifying opportunities to enhance processes, reduce delays, and deliver better outcomes for drivers. Use insight from your cases and wider trends to influence meaningful change across the operation.

Qualifications

• Motor Industry Experience: At least five years’ experience within the aftersales sector of the motor industry, ideally within a main dealer or franchise environment. You bring a strong, practical understanding of service, maintenance and repair, warranty processes, and how OEM and dealer networks operate.
• Aftersales Expertise & Technical Confidence: You are comfortable interpreting technical information from dealerships and OEMs, and able to challenge where diagnoses, timelines, or outcomes do not align with expectations.
• Ownership & Outcome Accountability: You are comfortable taking full ownership of complex cases from escalation through to resolution. You do not rely on process alone; you take responsibility for driving the right outcome, even in challenging or ambiguous situations involving multiple stakeholders.
• Complaint Handling & Compliance Awareness: You have experience managing complaints or dissatisfied customers within a structured or regulated environment.
• Organisation & Case Management: You are highly organized and able to manage multiple complex cases simultaneously while maintaining full visibility and control. You are comfortable prioritising effectively under pressure without losing attention to detail or quality.
• Confident Communication & De-escalation: You are confident leading difficult conversations and able to de-escalate challenging situations with professionalism and control. You communicate clearly and decisively, providing direction and reassurance even when outcomes may not meet customer expectations.
• Partner Management & Influence: You are able to build strong, credible relationships with external partners while holding them accountable. You are confident challenging constructively and know when to escalate to ensure progress and the right outcome.
• Analytical Awareness: You are able to identify patterns in downtime, repeat repairs, and partner performance, using this insight to contribute to operational improvements.
• Resilience & Adaptability: You are comfortable working in a fast-paced, evolving environment where priorities shift and challenges arise. You remain composed under pressure and focused on delivering results.

We are an equal opportunity employer and do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.