Fleet Maintenance Controller

CLM is a specialist fleet management company based in Newport Pagnell, Milton Keynes. We have been optimising fleet processes and creating cost efficiencies for corporate clients for over 40 years. One of our core goals is to minimise vehicle off-road time and keep drivers on the road through effective service, maintenance, and repair (SMR) management.

The purpose of this role is to assist in the service, maintenance, and repair provision of our maintained fleet. The chosen candidate will provide effective downtime management and cost control, ensuring the best possible experience for our clients and end-user drivers.

Reporting to the In-Life Services Manager, the role is essential for the effective and efficient running of our In-Life Services department.

Key Responsibilities:
Manage, query, and approve maintenance authorisation requests via 1link, phone, and email.
Ensure the most cost-effective solution is applied in line with defined client guidelines.
Provide best-in-class customer service.
Investigate and resolve any client or driver issues and queries.
Communicate bookings, updates, and query responses with drivers and fleet contacts via phone and email.
Ensure Client Procedures are fully updated at all times.
Deal with maintenance and repair booking requests via email, online platforms, or phone.
Monitor and manage vehicle downtime.
Book, extend and off-hire replacement hire vehicles as required.
Respond to queries from other internal departments.
Prepare information for client reviews as required.
Challenge end-of-contract recharges and resolve disputes.
Manage recharge claims and update relevant logs.
Maximise goodwill contributions from vehicle manufacturers.
Proactively chase end users for outstanding service, MOT’s, and other repairs.
Discuss vehicle faults, issues, and functionality with end users and repairers.
Understand the different products and services offered and provide the correct and relevant information for that product or service.
Make informed decisions to ensure the customer faces the least amount of disruption or downtime.
The ability to think outside of the box and be adaptable and agile to different scenarios.

From time to time, there may be a requirement for additional duties, tasks, or responsibilities outside of the scope of the role, necessary for the smooth running of the wider business. These duties may need to be undertaken across different CLM sites or client locations.

Measures of Success & KPI’s:
Ensuring department SLAs are met.
Excellent customer satisfaction.
Supporting all operational activity across the business.

Skills & Experience:
NVQ in Vehicle Maintenance & Repair (Light Vehicle) or City & Guilds equivalent (Desired, not essential).
Confident in call handling & IT literate (Essential)
Competent level of Excel knowledge (Essential)
Vehicle maintenance or workshop experience (Desired, not essential).
History of using 1link & other industry systems (Desired, not essential).
Full UK Driving License (Desired, not essential).