Fleet CV: Andrew Williams, fleet services manager, Reflex Vehicle Solutions

Describe your role.

I oversee the rapid response team (breakdowns and mechanical defects), the general service team (pro-active maintenance and tyres), and the recharge department (non wear-and-tear items and body damage).

I also deal with customer concerns and implement, where possible, new measures to ensure problems do not recur.

What is your career background?

I left school and immediately joined the army as an apprentice vehicle technician, spending 12 years travelling the world.

I have also worked for Wear Buses, Nissan, Chatfields Daf, Ryder and Mercedes-Benz before moving to Reflex seven months ago.

What are you working on at the moment?

We are carrying out a review of all suppliers with the main focus on customer convenience and health and safety compliance.

We are also implementing personal development programmes for staff to improve our customer service levels and are looking to launch a fleet of customer support vehicles.

What has been your greatest career success?

What my team at Reflex has achieved since my arrival.

We have carried out a complete restructure and the level of commitment has been exceptional from all involved.

What do you enjoy most about your job?

The people – should anyone have an idea that improves our business, it is reviewed and implemented.

And the least?

Instances of repeat poor performance from our maintenance providers.