FFM Technical Uptime Manager

TECHNICAL UPTIME MANAGER

At Percepta, we bring first-class service across each market we support. As Technical Uptime Manager, based at Dunton, Essex, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

EMPLOYMENT DETAILS:

Contract Type:Full-Time, Permanent, Hybrid, 2 days office/3 days home
Working Hours: 40 hours per week, Monday to Friday (flexible between 8am and 6.00pm),

Salary: £28,700 to £30,000

Location: Dunton, Essex

What You’ll Be Doing:
The Fleet Management Services team is responsible for ensuring that our client’s Fleet Management (FFM) products and services are delivered to service levels agreed with fleet customers; executing FFM’s uptime process and coordinating multiple parties (both related and unrelated) involved in delivering customer-specific Uptime Promise; providing insight and ongoing feedback to FFM management team on fleet management services’ development and improvement; managing the fleet services budget, overall and allocated to individual fleet customers; ensuring service level agreements with service providers are consistent with the intents and purposes of FFM strategy; ensuring customer satisfaction with the quality of services.

During a Typical Day, You’ll:

• Responsible for Customer Satisfaction – delivering a class leading Uptime solution and delivering against customer specific SLA’s.

• Define key processes, design flow and deliver to achieve customer satisfaction.

• Utilise all tools and associated products/services to deliver customer satisfaction/Uptime SLA’s.

• Co-ordinate with our client’s Telematics/our client’s Uptime team to manage Vehicle Health Warnings and take necessary action.

• Proactively contact drivers/fleet operators to ensure all work is carried out as and when required.

• Manage a portfolio of customers vehicles to ensure maximise Uptime.

• Make informed and intelligent decisions to maximise Uptime & minimise Fleet total cost of ownership.

• Help identify areas for continuous process improvement to either maximise vehicle Uptime or create efficiency within the team.

• Look to assist overall Uptime process, across all involved outsourced service providers.

• Assist service-related process improvement initiatives, including co-development projects with FFM shareholders and automation projects with third-party suppliers.

• Help develop and maintain desk procedures underpinning Uptime process and other multi-supplier services.

• Support development of business requirements/user stories to design & create IT solutions to automate Uptime Management workflow.

What You Bring to the Role:

• Further Education college or similar: A Levels/Higher/ONC or relevant experience.

• Strong customer service, interpersonal and relationship building skills.

• Time management and ability to prioritise projects and customer needs.

• Conflict resolution skills – listen to the customer.

• Strong Computer skills with proficiency in Microsoft Office computer packages such as Word, Excel, and PowerPoint.

• Ability to work autonomously in a fast-paced environment.

• Able to multi-task and manage the expectations of others both internal and external.

• Excellent organisational & planning skills.

• Startup mentality – Flexibility and can-do approach to challenges.

• Problem solving.

What You Can Expect:

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.

• Life Assurance 4 x annual salary.

• Contributory pension scheme.

• Private Medical Insurance.

• Comprehensive travel insurance for you and family in line with Scheme rules.

• Discounted dental scheme.

• Discounts on brand new vehicles.

• Employee Assistance Program (EAP).

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. 

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: 

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. 

• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. 

• Leave it better – We take ownership and leave every process, person, and place better than we found it. 

• Win together – We succeed as one—celebrating, supporting, and showing up for each other. 

• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. 

Right to Work

Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Equal Opportunities Statement

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.

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