Vehicle Downtime Controller / Vehicle Repair Coordinator

Benefits

Additional Information

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way. At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type): Health Insurance Dental Insurance Life and Disability Insurance Flexible Spending and Health Savings Accounts Employee Assistance Program Retirement Plan Paid Time Off Tuition Reimbursement We have an exciting opportunity for a Vehicle Downtime Controller/ Vehicle Repair Coordinator . Would you like to be part of diverse, energetic and award-winning team? We're looking for the right person to join our Downtime Team, helping get our client's vehicles back on the road as quickly as possible. Previous experience is preferred, but not essential. As long as you have the capability to learn and the drive to be an effective part of our team, we can give you the tools to do the rest. You will need to travel into our HQ in Chippenham, Monday to Friday for the first 6 months. This is a permanent opportunity, and we are looking to pay £28,000 per annum rising to £28,500 after successful completion of probationary period, you can move to a hybrid working pattern. Key Responsibilities will include: Manage Vehicle Off Road Cases (VOR) - Management of VOR events, ensuring repair progression, clear documentation of updates and timely communications to our customers/stakeholders. Coordinate Repairs Across Networks - oversee in-flight repairs within our Masterserve and dealership networks, challenging delays and driving faster resolutions. Reduce Downtime - identify opportunities to shorten repair times by exploring alternative suppliers, parts options, and repair methods. Escalate Technical & Performance Issues - spot trends, raise concerns about network performance, and collaborate with technical colleagues, manufacturers or third-party repairers when specialist support is required. Manage Manufacturer Interactions - raise and track manufacturer cases, including back order parts, loss of use claims, and replacement vehicle requests. Coordinate Customer Authorisations - proactively follow up with customers awaiting approval to keep repairs moving without delay. Arrange Vehicle Movements - organise vehicle transfers when repair partners lack the capability or capacity to complete work. Handle VOR Communications - take incoming calls from customers, suppliers and manufacturers. Provide clear progress updates to all stakeholders and support with VOR review calls where required. Close Out VOR Events - process rental off hires, complete post event follow ups and ensure all records are accurate and complete. Support Continuous Improvement - escalate risks or concerns to technical colleagues or team leader and contribute to wider improvement initiatives. Contribute to wider operational tasks and support special projects as required. We are looking for candidates who have: Strong communication and customer service skills - confident, calm, and professional when speaking with customers, suppliers, and colleagues. Excellent administration and documentation skills - able to produce clear, accurate notes and maintain well organised records that support smooth case progression and keeping stakeholders informed. Great problem solving ability - able to assess information, think logically, and help move repairs forward efficiently. Ability to follow structured processes - comfortable working within defined workflows and ensuring every step is completed accurately and consistently. Target driven mindset - motivated by achieving goals, meeting deadlines, and delivering great outcomes for customers. Attention to detail - takes pride in accuracy, clarity, and high quality work. Thrives in a fast paced, time sensitive environment - stays organised, focused, and positive while managing multiple task types. Ability to understand technical information - comfortable learning how to interpret diagnostics, repair notes, or service updates. Motor industry experience is helpful but not essential. Background in coordination, customer service, operations, or automotive work is beneficial, but we welcome applicants from a wide range of industr