Investing in our associates
PVM has been working hard to develop and invest in our associates during the last few months, strengthening our Customer Service provision and providing greater support for our customers.
During the nationwide lockdown period, we took the opportunity to take an in-depth look at our own operation to determine how PVM is best placed to help our customers. We understand that it is fundamental in these times to invest in our associates, and explore new ways to further our service and engagement with our customers, both new and existing.
We have implemented changes including the creation of two new supervisory roles within our Customer Service and Sales Support functions and have also appointed a new Head of Business to Business. This has seen the promotion of three existing associates into these roles, further developing both our customer service and sales proposition.
We understand that in the current landscape we are operating in, every business has its own set of individual challenges. Like many other businesses, we have had to develop, explore and adopt new working practices. Over the last few months, we have looked at ways to innovate, develop and invest in technology for our associates, so we can successfully enable these new working practices into our everyday working life.
We have provided additional hardware to enable those normally office based to work from home without complications, and our associates are now also utilising a number of different online facilities to hold regular customer, stakeholder and associate meetings. This has been working so well for the last couple of months, we can see ourselves taking these new practice’s forward in the future, ensuring our high service levels stay the same.
Our teams worked tirelessly throughout these past few months, and we are proud to say we are now not only maintaining our business standards, but through the changes we have made such as home working and the investment in additional hardware, we have also be able to improve levels of engagement with our customers.
David Waring, Head of Account Management, Pendragon Vehicle Management, said: "In these unprecedented times, we understand our customers need support more than ever. We have strengthened our Customer Service and Support functions, promoting two team members into supervisory roles and giving each team a core set of specialist skills. We have also, like many, had to adopt new methods of working, and these new practices along with our other recent changes see us able to give those customers who wish to take advantage of our services even greater support."
Chamelle Clayton and Hollie Stevenson – Customer Services Supervisors
Both Chamelle and Hollie have been key members of the PVM Customer Services team for over two years. Both joined PVM as Customer Service Advisors, previously working within our Sales Support function. Over the past couple of years, they have greatly impressed both our associates and customers with their drive, determination, problem-solving abilities and excellent customer service skills.
As of the 1st September 2020 both Chamelle and Hollie have been promoted to Customer Services Supervisors, overseeing a team of four Customer Service Advisors each. Chamelle and Hollie will provide support to their respective teams, helping to develop individuals and driving excellence in our customer service delivery.
Chamelle Clayton, said: "I am looking forward to starting my new role as Supervisor. Hard work really does pay off. I am also really looking forward to working alongside my team and offering them all the help and support they require."
Hollie Stevenson, said: "I am excited to start helping the team achieve better targets and help them step out their comfort zones more. I am confident I know enough about the business and what customers expect, to guide our associates and help deliver a great level of customer service."
Tony Nicholson – Head of Business to Business
With over 25 years experience in the automotive and leasing industry, Tony joined PVM in 2019 as our New Business National Account Manager. Over the past year, Tony has fully integrated himself into his role to develop relationships with both our new and existing fleet customers, while also working to position PVM into the larger fleet arena.
Tony was the clear choice to take on the role of Head of Business to Business, and will now be taking responsibility for both our New Business and Account Management functions. Tony will be looking to protect and develop these relationships further and will ensure that PVM continue to grow our business in the B2B sector while supplying all our customers across the UK.
Tony Nicholson, said: “I am looking forward to the challenge of helping PVM grow and develop its portfolio as our customers and prospects emerge into the new business landscape we are all facing.”
PVM can help you get the most out of your fleet
PVM are able to consult and assist with all aspects of any fleet operation. Our highly experienced and dedicated teams are able to identify areas within an operation where potential savings could be made. We can also facilitate relationships with different lenders and third parties, providing suggestions on how best to approach changes for any sector and any sized business.
