Fleet Officer

JOB OVERVIEWThe Fleet Officer is responsible for managing day-to-day customer fleet requirements, ensuring vehicles are maintained, serviced, and available for use according to company standards and customer expectations. The role acts as the primary point of contact for leasing customers on vehicle-related services, coordinating with internal teams, workshops, and suppliers to ensure a seamless customer experience.KEY DUTIES & RESPONSIBILITIESCustomer Service & Relationship ManagementServe as the primary point of contact for leasing customers on vehicle service and breakdown matters, responding promptly to requests, inquiries, and complaints.Build and maintain strong customer relationships to ensure high levels of satisfaction.Coordinate vehicle collections, replacements, and deliveries, and provide proactive updates on maintenance, repairs, and other fleet-related activities.Ensure service level agreements (SLAs) and customer expectations are consistently met.Fleet Operations ManagementMonitor and manage vehicle maintenance schedules, coordinating preventive and corrective maintenance with authorized workshops and service providers.Track vehicle downtime and arrange replacement vehicles to minimize disruption to customer operations.Monitor fleet utilization and vehicle condition, ensuring all vehicles comply with company and regulatory requirements.Breakdown & Accident ManagementHandle customer reports of vehicle breakdowns and accidents, coordinating roadside assistance and recovery services.Manage accident repairs and insurance claim procedures, keeping customers informed throughout the resolution process.Administrative & Reporting DutiesMaintain accurate fleet records and customer service logs, and update fleet management systems with relevant data and service history.Prepare periodic operational and customer service reports, and monitor service costs to support cost-control initiatives.Support audits and management reviews when required.Uphold company values throughout business practices and utilize sound judgment in decision making.KEY PERFORMANCE INDICATORS Customer satisfaction score; response and resolution times within SLA.Service and maintenance compliance rate; vehicle availability and turnaround time.Fleet operational efficiency and accuracy of fleet records.Supplier / workshop turnaround time and service quality.POSITION REQUIREMENTSEducational QualificationsBachelor's degree or Diploma in Business Administration, Logistics, Automotive Management, or a related field.Work Experience2–5 years of experience in fleet management, vehicle leasing, automotive operations, or customer service, ideally including exposure to workshops, service providers, insurance companies, or regulatory authorities.Skills & Personal AttributesStrong customer service, relationship management, and communication skills.Working knowledge of vehicle leasing and fleet management operations, and an understanding of vehicle maintenance and repair processes.Strong problem-solving, coordination, and organizational skills, with high attention to detail.Proficiency in Microsoft Office (Excel, Word, Outlook); experience with fleet management systems is an advantage.Ability to manage multiple priorities in a fast-paced environment.