WHO WE ARE
Coachbuilt GB Ltd is the leading manufacturer of wheelchair accessible motorhomes, caravans and everyday vehicles. Each of our life changing vehicles are designed to meet our clients exact requirements, our company aim is to promote un-compromised accessible travel throughout the UK and beyond for all our clients.
ROLE OVERVIEW
The role of Operations Associate is a role based on someone who is organised and customer-focused to support the ongoing ownership experience of our clients and ensure the efficient coordination of operational activities across the business.
This role is responsible for providing exceptional aftersales support to clients who own vehicles designed and built by Coachbuilt, managing warranty and maintenance programmes, coordinating subcontractors and third-party suppliers, supporting regulatory and registration processes, and providing general operational and administrative assistance.
This role requires someone who is proactive, detail-oriented, and committed to delivering outstanding customer service while ensuring operational processes are completed accurately and efficiently.
KEY RESPONSIBILITIES
Warranty Administration & Aftersales Support
- Serve as the primary point of contact for existing Coachbuilt vehicle owners.
- Manage all aspects of vehicle warranty administration.
- Handle initial warranty enquiries and assess warranty eligibility.
- Coordinate warranty repairs and remedial works with internal teams and external suppliers.
- Manage third-party warranty claims from submission through to approval and completion.
- Liaise with customers, suppliers, and warranty providers to ensure timely resolution of claims.
- Follow up with customers to ensure satisfaction following completion of warranty work.
- Arrange and administer warranty policy documentation.
Service, Maintenance & Repair Coordination
- Schedule annual servicing, inspections, maintenance, and repair appointments.
- Manage all client communications relating to servicing, maintenance, repairs, and warranty matters.
- Assist clients in resolving operational, technical, or ownership-related concerns and ensure satisfactory outcomes.
- Issue service reminders and invitations to vehicle owners and follow-up.
- Monitor and maintain accurate service histories and maintenance records.
- Liaise with customers regarding servicing requirements and maintenance recommendations.
- Ensure all service and repair records are accurately maintained and updated.
Supplier & Subcontractor Coordination
- Coordinate and administer all subcontractor activities across the business.
- Arrange services from third-party providers including cleaners, valeters, installers, and specialist contractors.
- Obtain quotations and compare costs against project budgets and bills of materials.
- Verify supplier pricing and ensure value for money is achieved.
- Support the company's "Right Subcontractor, Right Price, Right Time" philosophy.
- Schedule subcontractor activities to support production and operational requirements.
Vehicle Compliance
- Arrange and administer IVA (Individual Vehicle Approval) and Voluntary IVA processes.
- Coordinate vehicle registration applications with the DVLA.
- Prepare and maintain all required compliance and registration documentation.
- Liaise with regulatory authorities and relevant agencies as required.
- Ensure all records relating to vehicle approvals and registrations are accurately maintained.
- Maintain servicing and warranty records with Swift Group and other associated manufacturers.
- Ensure manufacturer documentation is complete, accurate, and up to date.
- Coordinate information requests between manufacturers, suppliers, and customers.
- Support compliance with manufacturer service and warranty requirements.
General Operations & Administration
- Maintain accurate records, filing systems, and operational documentation.
- Assist with process improvement initiatives and operational efficiencies.
- Produce reports, schedules, and operational updates as required.
- Support other departments with administrative and coordination tasks when necessary.
- Support client care associate with incoming calls.
Skills & Experience
Essential
- Excellent customer service and relationship management skills.
- Strong organisational and administrative abilities.
- Exceptional communication skills, both written and verbal.
- Ability to manage multiple priorities and deadlines simultaneously.
- Strong problem-solving and decision-making skills.
- High attention to detail and accuracy.
- Proficient in Microsoft Office applications.
- Experience coordinating suppliers, contractors, or service providers.
Desirable
- Experience within automotive, manufacturing, engineering, or vehicle conversion industries.
- Knowledge of warranty administration and claims processes.
- Understanding of IVA and vehicle registration procedures.
- Experience working with DVLA documentation and vehicle compliance requirements.
- Experience using Smartsheet, scheduling, or business management systems.
- Knowledge of aftersales service and maintenance operations.
Personal Attributes
- Customer-focused and service-driven.
- Calm and professional under pressure.
- Proactive and self-motivated.
- Strong sense of ownership and accountability.
- Flexible and adaptable.
- Team-oriented with a collaborative approach.
- Committed to delivering high standards of service and operational excellence.
EMPLOYMENT TYPE
Full-time, Permanent
This role is critical to maintaining Coachbuilt's reputation for exceptional customer care, ensuring clients continue to receive outstanding support throughout the lifetime of vehicle ownership while supporting the efficient operation of the wider business.
Pay: £28,000.00-£30,000.00 per year
Work Location: In person
