24/7 Breakdown Support Advisor (Night Shift)

Halfords Careers; England; On-site; GBP 22,901 - 27,990; Full time

Benefits offered by this job

Shift allowance

Attendance allowance

Pension

20 days annual leave

Employee discounts

Job summary

Halfords is seeking a motivated Breakdown Advisor for our Stafford Support Centre. In a 24/7 environment, you will manage commercial breakdowns efficiently, professionally, within SLA timeframes, and act as a frontline ambassador for HCFS.

You will respond quickly to calls, prioritise customer needs, and work with drivers, suppliers, and internal teams to deliver seamless service. This role offers development opportunities within a dynamic fleet services environment.

Qualifications

• Confident communicator with excellent people skills and a genuine passion for achieving high performance and great outcomes for customers.
• Thrive in a fast-paced, and constantly changing environment, maintaining focus and delivering consistent results.
• Able to interpret and identify key information and escalate critical issues promptly when needed.
• Use a logical, customer-first mindset when making decisions, always striving for the best possible resolution.
• Proactive, resilient, and commercially aware.

Responsibilities

• Deliver outstanding customer service to internal and external customers, ensuring a professional, supportive, and solutions-focused experience at every interaction.
• Respond to breakdown calls promptly and ensure all jobs are managed within established SLA timeframes to maintain operational excellence.
• Use strong initiative and sound decision-making to resolve issues quickly and effectively, ensuring minimal disruption to customers and operations.
• Engage confidently and professionally with drivers, suppliers, and internal stakeholders to support timely resolutions and strong working relationships.
• Consistently meet and exceed performance KPIs, including job accuracy, efficiency, error reduction, and service quality standards.
• Maintain a performance-driven mindset, actively participating in training and development to support personal progression.
• Support your Team Leader with operational priorities, contributing to productivity, workflow management, and overall service delivery improvements.
• Act as an ambassador for our values, promoting a positive culture and helping to unify ways of working across Commercial Fleet Services.

Skills

Communication skills

Customer service

Adaptability

Decision making

Proactiveness

Job description

Halfords is seeking a motivated Breakdown Advisor for our Stafford Support Centre. In a 24/7 environment, you will manage commercial breakdowns efficiently, professionally, within SLA timeframes, and act as a frontline ambassador for HCFS.

You will respond quickly to calls, prioritise customer needs, and work with drivers, suppliers, and internal teams to deliver seamless service. This role offers development opportunities within a dynamic fleet services environment.