VOR and Capacity Manager

Field Based

Role Summary:

Hyundai Motor UK has an exciting opportunity for a proactive and commercially focused individual to join our Customer Service Team as VOR and Capacity Manager.

In this field-based role, you will work closely with internal stakeholders, the DPSM field team, the Hyundai Retailer network, and key third-party partners to reduce the time customers’ vehicles remain off road, improve key-to-key repair times, and control third-party mobility and vehicle hire costs.

The role will focus on identifying and resolving Retailer workshop capacity constraints, improving vehicle repair progression, and ensuring agreed actions, deadlines, and operational standards are consistently achieved.

Through effective reporting, stakeholder engagement, and performance management, the successful candidate will play a key role in improving the customer experience, reducing repair lead times, and supporting Hyundai Motor UK’s wider Aftersales and commercial objectives.

We want you to:

• Reduce customer Vehicle Off Road (VOR) and key-to-key repair times through proactive case management, Retailer engagement, and performance improvement activity.
• Work with the Retailer network at group and site level to review workshop capacity, technician availability, workbay efficiency, diagnosis lead times, and repair progression.
• Lead regular capacity planning meetings with Retailers, identifying short- and medium-term actions to improve workshop throughput and increase available capacity.
• Create, manage, and monitor measurable Retailer action plans where VOR, average days in hire, repair progression, or capacity performance does not meet HMUK expectations.
• Work closely with the DPSM field team to ensure Retailers are held accountable for missed deadlines, process non-compliance, and delays within their control.
• Develop and maintain reporting to measure VOR volumes, average days in hire, key-to-key times, Retailer capacity, hire expenditure, and improvement activity.
• Analyse performance data to identify trends, recurring operational concerns, and opportunities to reduce costs and improve the customer experience.
• Work with internal stakeholders and external mobility partners to manage costs, review performance, and ensure agreed operational and service standards are maintained.
• Ensure third-party hire vehicles are regularly reviewed and off-hired at the earliest appropriate opportunity.
• Administer a consistent Retailer chargeback process, including monthly hire recharges, where costs have been incurred due to delays within the Retailer’s control.
• Ensure Retailers proactively manage customer vehicles from diagnosis through to repair completion, with clear ownership, accurate system updates, and regular customer communication.
• Provide regular performance updates and recommendations to senior stakeholders regarding VOR, workshop capacity, hire-cost trends, and Retailer improvement activity.