Remarketing Technical Senior

Overview

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.

The Remarketing Technical Senior is responsible for leading aftersales for the Remarketing division, managing technical and complex complaints and liaising between divisional departments and key suppliers to ensure customer satisfaction. This position is permanent within the Remarketing team and is based at the Bristol Office.

• Complaint Management & Oversight
• Lead and manage the day-to-day performance of remarketing B2C and B2B aftersales.
• Oversee the investigation and resolution of technical, complex, or escalated complaints, ensuring decisions are evidence-based, well-documented, and fair.

• Coaching and Development
• Provide day-to-day support and coaching to the teams to ensure all technical complaints are handled effectively.
• Support the development of technical knowledge across the team on complex and/or common topics.
• Role-model the firm’s values, Consumer Duty behaviours, customer-first and continuous improvement mindset.

• Quality Assurance & Continuous Improvement
• Support the Quality Assurance and Oversight teams by providing feedback and implementing corrective actions.
• Analyse complaint trends to identify root causes and drive continuous improvement initiatives.
• Deliver or coordinate training and refresher sessions based on identified themes or recurring issues.
• Promote consistency in complaint outcomes through calibration, peer review, and knowledge sharing.

• Reporting & MI
• Provide commentary and insight via regular reporting and dashboards.
• Manage budgets.

• Stakeholder & Supplier Management
• Liaise with internal departments (Operations, Supplier Management, Legal, Compliance) to ensure timely responses and complete investigations.
• Support supplier and broker complaint escalations, ensuring expectations around root cause and customer fairness are met.
• Collaborate with second-line Compliance and internal Audit teams during reviews and oversight activity.
• Provide insights into third-party complaint trends to support supplier monitoring and performance reviews.

• Automotive technical experience from a Dealership or OEM
• Experience of using case management and operational systems
• Experience of speaking to customers and leading conversations
• Excellent spoken and written English to enable telephone and email/letter communication with customers and suppliers.
• A dealer / technical background would be advantageous
• Analytical mindset with ability to identify trends and root causes.
• Confident decision-maker, capable of balancing commercial awareness with fair customer outcomes.
• Skilled at stakeholder management and cross-functional collaboration.
• Organised, proactive, and comfortable in a fast-paced regulatory environment.
• Works effectively with internal teams and external partners.

• Competitive remuneration package inc.
• Generous contributory pension scheme
• 25 days holiday, in addition to Bank Holidays/ Birthday
• 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
• 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!

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