Operations CARE Executive

Overview

The Operations CARE Executive supports the effective day-to-day operation of Herd’s car and van fleet. Working within the Operations team and reporting to the Head of Operations, the role coordinates service, maintenance, repair, recovery and compliance activity across our UK repairer and supplier network.

The role is centred on Herd’s CARE values: Customer Focus, All Together, Responsible Attitude and Entrepreneurial Spirit. The Operations CARE Executive applies these values by taking ownership, collaborating across teams, communicating proactively and finding practical ways to improve outcomes for customers.

This is an internal delivery role requiring sound judgement, attention to detail and a calm, solutions-focused approach in a busy fleet environment.

To provide dependable operational and customer support by arranging fleet bookings, monitoring vehicles off road (VOR), maintaining compliance information, coordinating recovery actions, progressing loss-of-use claims and supporting the Technical team. The role owns communication throughout each case so that customers, colleagues and suppliers understand the current position, next action, owner and expected timescale.

CARE in practice: put the customer at the centre of decisions, work collaboratively, act responsibly and take initiative to solve problems and improve service.

Core Responsibilities

· Customer and colleague support: respond promptly and professionally, understand the requirement, set expectations and remain the named point of contact until completion.

· Service, maintenance and repair: arrange bookings for customer and fleet vehicles, confirm appointments and ensure suppliers have the information needed to proceed.

· VOR management: monitor vehicles off road, obtain regular supplier updates, challenge avoidable delays and drive actions that reduce downtime.

· Case ownership: maintain accurate records, track agreed actions and follow each case through to a clear, confirmed resolution.

· Compliance: maintain vehicle compliance lists, identify gaps or approaching deadlines and escalate risks before they affect vehicle availability.

· Recovery activity: review and action reports from recovery partners, coordinate next steps and keep relevant stakeholders informed.

· Loss of use: prepare, submit and progress claims with vehicle manufacturers or partners when vehicles are unavailable for repair.

· Supplier management: build constructive relationships with repairers and maintenance suppliers while challenging delays, warranty rejections and service failures when required.

· Technical support: work closely with the Fleet Technical team, sharing complete information and progressing operational actions on their behalf.

Proactive Communication Standards

· Acknowledge requests promptly and confirm the next step, owner and expected update time.

· Provide updates before customers or colleagues need to chase, including when there is no material change.

· Communicate clearly and accurately, avoiding jargon and tailoring the level of detail to the audience.

· Escalate risks, delays and unresolved issues early, with the facts, impact and recommended next action.

· Close the loop by confirming the outcome and recording all relevant information.

CARE Behaviours

· Customer Focus: understand the customer’s needs, consider the impact of vehicle downtime and provide clear, supportive service from first contact to resolution.

· All Together: collaborate openly with colleagues, customers and suppliers, share useful information and support the wider team to achieve the best outcome.

· Responsible Attitude: take ownership, keep commitments, maintain accurate records and escalate risks early rather than allowing issues to stall.

· Entrepreneurial Spirit: show initiative, challenge inefficient ways of working and identify practical solutions that improve service, reduce downtime or prevent repeat issues.

What Good Looks Like

· Customers and internal stakeholders receive timely, accurate updates and know what will happen next.

· Bookings, VOR cases, compliance actions, recovery reports and claims are progressed without avoidable delay.

· Records are complete and current, enabling colleagues to understand case status immediately.

· Supplier issues are challenged constructively and escalated at the right time.

· The role contributes to reduced vehicle downtime, stronger customer confidence and smooth team delivery.

Skills and Approach

· Strong organisation, prioritisation and attention to detail.

· Confident written and verbal communication.

· A proactive, resilient and solutions-focused mindset.

· Ability to build effective relationships while holding suppliers to account.

· Automotive, service-advisor or dealership experience is helpful but not essential.

Benefits

· Salary – up to £33,000 dependent on experience

· Inclusion to the Herd Employee Ownership Trust (after 12 months)

· Starting 23 days holiday + bank holidays

· Additional days holiday per service year (up to 28 days)

· Pension scheme

· Unique working environment with small & friendly team

· On-site free to use gym

· On-site parking

· Regular team events

Pay: £28,000.00-£33,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Gym membership
• On-site parking

Application question(s):

• Do you have experience within the automotive industry?

Experience:

• Customer service: 1 year (preferred)

Licence/Certification:

• Drivers licence (preferred)

Work Location: In person