At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
Our Business Readiness function provides market leading Customer Care capability to Ayvens Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners.
In this role you will be responsible for leading the process for the development and delivery of Ayvens Customer Service Strategy, taking ownership of Customer Experience, Resource Planning and Business Readiness capabilities
The key responsibilities of the role are as follows
- Organise and complete business impact assessments across the teams impacted by the changes, ensuring the impact on employees and customers is considered.
- Supporting operational leaders in assessing and highlighting risk & compliance challenges associated to the implementation of change.
- Work with impacted areas and planning team to assess the impact of the change on the function, including any changes in volumes, liaising with the project team to ensure impacts are fed into the master project plan.
- Attend relevant working groups to ensure department needs are adequately represented and that identified impacts, risks and issues and escalated as appropriate to the relevant Head of function.
- Create, manage and monitor the detailed project plan to ensure all business readiness activities are executed in a timely manner. Provide timely summary and status updates as required.
- Lead how divisional change is implemented by supporting colleagues, team managers, SMEs and stakeholders to achieve change activity milestones and target deadlines.
- Co-ordinate the implementation of new or changed service level agreements and key performance indicators required as a result of the project implementation.
- Co-ordinate the implementation of new or amended procedures, ensure skills matrix and training plans are updated and ensure the appropriate quality measures and controls are introduced where required.
- Engagement with L&D to produce the training needs assessment and agree the strategy for training delivery .
- Implement local communications plans to ensure all teams are aware and informed about changes.
- Partner with the central change management function to understand the impact of the company change portfolio on the business area and provide input to the quarterly integrated portfolio review.
Skills and Experience
- Strong understanding of the operational landscape of the Customer Service Division (Structure, People, Processes and Systems)
- Good understanding of project and improvement management methods including Agile, Lean, APM
- Experience working on change projects
- Proactive and able to work as part of a team and as an individual
- Confident decision-making skills and the ability to prioritise or escalate appropriately
- Excellent stakeholder management skills, able to build relationships to collect data on time, chase outstanding actions and challenge back where necessary.
This is a 12-month Fixed Term Contract
What We Can Offer
- Generous contributory pension scheme
- 25 days holiday, in addition to bank holidays
- Volunteering days to assist in charity work
- Sustainability Initiatives
- Holiday buy / sell (subject to conditions)
- Travel Insurance (cost associated)
- Dental Insurance (cost associated)
- Flexible working options available
- Eligibility for Annual Bonus Scheme
- Study support (where applicable)
- Enhanced parental leave
- Generous Employee Referral Scheme (£1000)
- Cycle2work Scheme
- Free breakfast / fruit in the Bristol office
- EV charging points, bike storage, shower & changing facilities, car parking
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.
