EFM FLEET SERVICES LIMITED
VOR Team Manager
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Company Description
EFM Fleet Services is a national fleet management business providing comprehensive vehicle maintenance and operational support to some of the UK’s most recognisable brands.
Operating across the entire UK, we manage a diverse range of commercial vehicle fleets and provide end-to-end support across vehicle maintenance, compliance, roadside assistance, breakdown management, vehicle recovery and spare fleet management.
Our objective is simple: keep our customers’ vehicles on the road and their businesses moving.
We work closely with a nationwide network of repair agents, dealerships and vehicle manufacturers, alongside our own workshops and mobile technicians, to coordinate maintenance and repairs wherever our customers need us. It’s a fast-paced operation where priorities can change quickly, so good communication, sound decision-making and a genuine sense of ownership are essential.
Our Manchester operation provides support from 6:00am to midnight, seven days a week.
We’re looking for an experienced VOR Team Manager to lead our dedicated VOR team and play a key role in delivering the service our customers rely on.
The Role
As VOR Team Manager, you’ll lead the team responsible for managing vehicle breakdowns, repairs and other VOR incidents across our customers’ fleets.
Your focus will be straightforward: minimise vehicle downtime and get vehicles safely back on the road as quickly as possible.
This is a hands-on operational leadership role. You’ll oversee the day-to-day VOR operation, ensuring the team is focused on the right priorities and that cases are actively progressed through to resolution.
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You’ll take ownership of complex, aged and escalated cases, working closely with repair agents, dealerships, manufacturers, our internal workshops, mobile technicians and other suppliers to remove blockers and find solutions.
People leadership is an important part of the role. You’ll set clear expectations, coach and develop your team, manage performance and create an environment where people take ownership and are empowered to make decisions.
You’ll also use our fleet management systems, management information and KPI reporting to understand performance, identify trends and continually look for opportunities to reduce downtime and improve the service we provide.
Key Responsibilities
- Lead the day-to-day operation of the VOR team.
- Ensure vehicle breakdowns and VOR cases are prioritised and progressed effectively.
- Coach, support and develop team members, setting clear expectations and managing performance.
- Take ownership of complex, aged and escalated cases and drive them through to resolution.
- Work closely with repair agents, dealerships, manufacturers, internal workshops, mobile technicians and suppliers to minimise vehicle downtime.
- Monitor VOR levels, KPIs and operational performance, using data to identify trends and areas requiring action.
- Maintain clear and proactive communication with customers and internal stakeholders.
- Challenge unnecessary delays and work with suppliers to deliver agreed actions and timescales.
- Identify opportunities to improve processes, systems and ways of working.
- Ensure accurate records are maintained across VOR activity.
- Support high standards of compliance, health and safety and customer service.
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What We’re Looking For
You don’t necessarily need to have held the title of VOR Team Manager before. We’re looking for an experienced operational leader who can manage people, priorities and problems in a busy, service-driven environment.
Ideally, you’ll have:
- Experience leading an operational, fleet, transport, logistics, automotive or contact centre team.
- Strong leadership and people management skills, including coaching, development and performance management.
- The ability to manage multiple priorities and make confident decisions in a fast-paced environment.
- A strong sense of ownership and the determination to see issues through to resolution.
- Excellent communication skills and the confidence to work with customers, suppliers and stakeholders at all levels.
- A practical, solutions-focused approach to operational challenges.
- Confidence using data, spreadsheets, KPIs and management information to understand and improve performance.
- Experience using fleet management, service desk or similar operational systems.
- An understanding of vehicle maintenance, breakdown management or commercial fleet operations would be highly beneficial.
- Relevant management, transport, automotive or fleet qualifications would be advantageous, although practical experience and leadership capability are equally important.
Above all, we’re looking for someone who leads from the front, takes ownership and understands that behind every VOR number is a vehicle our customer needs back on the road.
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