Senior Breakdown Controller
Normanton
Type: Permanent, Full-time
Working hours: Mon – Fri, 8am – 5pm.
Job Function: We are seeking a highly skilled and experienced Senior Breakdown Controller to lead our team of breakdown controllers. The ideal candidate will be responsible for managing a team that handles inbound breakdown and repair calls/emails, dealing with emergency breakdowns, organising repairs, and ensuring efficient and effective resolution of all breakdown incidents. This role requires strong managerial skills, a deep understanding of repair processes, and the ability to maintain high standards of customer service.
Reporting to: Technical & Breakdown Manager
Liaising with: Operations team, Head Office staff, Customers, External Engineers & Suppliers, LOLER and Maintenance manager.
Responsibilities:
- Lead a team of breakdown controllers while maintaining current workload
- Handle inbound breakdown and repair calls/emails, coordinating immediate responses to emergency breakdowns.
- Arrange and oversee necessary repairs, raising and approving Purchase Orders (POs) for invoices related to the work.
- Maintain regular communication with customers, providing updates and ensuring satisfaction.
- Track and chase open breakdowns and repairs, reducing vehicle downtime and driving repair times.
- Determine when repairs should go through warranty or Repair & Maintenance contracts.
- Conduct regular one-on-one meetings (121's) with team members, providing quality checks, feedback, and coaching.
- Ensure adherence to quality standards and continuous improvement of team performance.
Requirements:
- Proven experience in breakdown and repair management.
- Strong leadership and managerial skills with the ability to coach and develop a team.
- Excellent organisational and communication skills.
- Knowledge of warranty and Repair & Maintenance contract processes.
- Ability to handle high-pressure situations and make quick decisions. *The Company reserves the right to amend your job description in the line with the changing demands of the business. *Candidates must be eligible to live and work in the UK.
Benefits:
- 25 days holiday plus bank holidays per year
- Life Insurance (2.5x annual salary)
- Company Referral Scheme (up to £1000 awarded)
- Company Cycle to Work Scheme – we buy the bike and you pay us back saving your NI
- Long Service Award – gifts, hampers, vouchers and more for long service
- Enhanced Company Pension Scheme (up to 5%, and via salary sacrifice where applicable)
- Medicash is our Healthcare Cash Plan (including access to virtual GP, and discounted prices at selected retailers and gyms)
- Learning & Development culture (professional qualifications, access to apprenticeships and more)
