Customer Service Support

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.

1. Job Title

Senior Pool Fleet Support Officer

2. Department / Function

Operations – Mobility & Aftersales Fleet Services

3. Reporting Line

Reports to: Aftersales & Insurance Manager
Skip‑level: Operations Director

4. Job Purpose

The Senior Pool Fleet Support Officer ensures the efficient utilisation, readiness and operational coordination of the Mobility Pool, including short‑term vehicles, relief vehicles, Rent‑a‑Car suppliers and FLEX vehicles. Oversees complex operational issues, supplier performance and escalations, supporting mobility continuity for customers.

5. Key Responsibilities

A. Mobility Pool & Vehicle Utilisation Management
- Oversee pool vehicle readiness, rotation and utilisation optimisation.
- Analyse utilisation and demand trends; propose improvements.

B. Short‑Term Contracts & Relief Vehicles
- Manage allocation, extensions and recoveries of relief and short‑term units.
- Ensure vehicles are prepared and reinstated post‑use.

C. Rent‑a‑Car Supplier Management
- Manage Rent‑a‑Car partners for temporary mobility solutions.
- Monitor SLA compliance, delivery performance and invoice accuracy.

D. FLEX Fleet Operations
- Coordinate FLEX vehicle availability, readiness and handover/return processes.

E. Complex Case Handling
- Resolve escalated issues including shortages, delays or supplier failures.
- Conduct root‑cause analysis of operational disruptions.

F. Contract End Vehicle return

- Coordinate Contract End vehicle returns, inspections, and assessments.
- Manages damage reports and related invoicing.

G. Reporting & Cross-functional Coordination
- Maintain mobility pool records and prepare KPI/utilisation reports.
- Collaborate with sales, procurement, operations and customer service teams.

Core Fleet Support Responsibilities:
- Support daily coordination of vehicle maintenance, repair scheduling, and workshop communication.
- Ensure timely service bookings, follow-up, and vehicle status updates.
- Maintain data accuracy in fleet systems and ensure complete documentation.
- Provide operational support across the fleet lifecycle, including inspections, follow-up on outstanding repairs, and basic cost control.
- Collaborate closely with Aftersales, Customer Service, Procurement, and Operations teams.

6. KPIs / Success Measures

- Pool utilisation rate
- SLA performance for relief & short‑term contracts
- Rent‑a‑Car supplier performance
- FLEX turnaround time
- Data quality & reporting accuracy
- Escalation resolution timelines

7. Required Profile

Education:
- Bachelor's degree preferred (Business, Logistics, Automotive).

Experience:
- 3–5 years in mobility, rental, fleet or automotive operations.

Skills:
- Strong coordination, communication, analytics, MS Office, English, stakeholder management.

8. Key Behaviours (Ayvens Values)

- Collaboration

- Commitment

- Curiosity

- Authenticity

9. Work Environment

Hybrid environment; coordination with suppliers, partners, internal teams.

10. Location

Local office location

11. Contract Type

Permanent, full-time

12. Additional Information

Role supports mobility, customer continuity, operational efficiency, and fleet utilisation.

Why Ayvens?  

With over 3.1 million vehicles managed across more than 40 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.