Vehicle Recovery Controller / Administrator
Location: Leigh Sinton or Cheltenham
Contract: Full-Time, Permanent
Hours: Rolling shift rota covering days, evenings, nights, weekdays and weekends
Salary: Competitive, dependent on experience
About the Role
We are recruiting a highly capable and professional Vehicle Recovery Controller to join our fast-paced and high-performing operational control environment. This is a critical role within the business, responsible for the real-time coordination of vehicle recovery operations, ensuring efficient deployment of resources and maintaining a consistently high standard of customer service delivery.
This role requires exceptional decision-making ability, strong situational awareness, and the capacity to remain calm, focused, and effective in high-pressure and time-sensitive situations. You will be expected to demonstrate a proactive, responsive, and solutions-driven approach at all times.
No previous vehicle recovery experience is required as full training and a structured onboarding programme will be provided to the successful candidate.
Key ResponsibilitiesOperational Control & Dispatch Management
- Coordinate and manage live vehicle recovery operations in real time
- Prioritise, allocate, and dispatch recovery operators based on urgency, location, and operational demand
- Continuously monitor active jobs from initiation through to completion
- Reassign and rebalance workloads dynamically in response to changing operational conditions
- Optimise resource utilisation to ensure service efficiency and response performance
Incident & Service Management
- Act as a central point of control for all recovery-related incidents and service requests
- Assess situations quickly and apply appropriate operational decisions under pressure
- Ensure effective escalation of high-priority or complex incidents where required
- Maintain operational continuity during peak demand and disruption scenarios
Communication & Stakeholder Coordination
- Serve as the primary liaison between customers, recovery operators, police forces, emergency services, garages, insurers and third-party stakeholders
- Provide clear, accurate and timely updates across all live operations
- Manage expectations professionally while maintaining service integrity
- Ensure seamless communication across all operational touchpoints
Systems, Compliance & Reporting
- Maintain accurate real-time records across dispatch and tracking systems
- Ensure adherence to company procedures, operational standards and compliance requirements
- Support incident logging, reporting and performance monitoring
- Uphold health, safety and regulatory obligations at all times
Skills, Experience & AttributesEssential
- Proven ability to perform in a fast-paced environment
- Strong decision-making skills with the ability to think quickly and clearly under pressure
- Excellent communication skills with a professional telephone manner
- Good geographical knowledge and the ability to identify locations, routes and operational areas efficiently
- Highly organised with strong attention to detail and multitasking capability
- Proactive, responsive and solutions-focused approach
- Confident IT and systems user with the ability to work across multiple software platforms
- Ability to work both independently and as part of a coordinated control team
Desirable
- Previous experience in vehicle recovery, transport logistics, emergency services coordination, customer service, dispatch or control room operations
Additional Requirements
- All successful candidates must be able to pass police vetting clearance
- Ability to work a structured rolling shift pattern covering days, evenings, nights, weekdays and weekends
- Commitment to working within a high-demand, operationally critical environment
What We Offer
- Comprehensive training and structured onboarding programme
- Company pension scheme
- Clear opportunities for professional development and career progression
- Supportive, structured and performance-driven team culture
Pay: £32,000.00-£38,000.00 per year
Benefits:
- Company pension
- On-site parking
Experience:
- Administrative: 1 year (preferred)
Work Location: In person
