Breakdown Advisor (Days, 4on 4off)

Halfords Group PLC; Stafford; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Pension

20 days annual leave

Employee discounts

Job summary

Halfords Group PLC in Stafford is seeking a motivated Breakdown Advisor to join our 24/7 Support Centre. In a fast-paced environment, you’ll manage commercial breakdowns, provide professional, customer-focused service, and work to established SLA timeframes.

You’ll collaborate with drivers, suppliers and internal teams to resolve issues quickly, uphold high service quality, and contribute to KPIs for accuracy and efficiency.

Qualifications

• Customer-focused mindset and excellent communication.
• Ability to work under pressure in a 24/7 environment.
• Strong decision-making and prioritisation skills.

Responsibilities

• Deliver outstanding customer service to internal and external customers, ensuring a professional, supportive experience.
• Respond to breakdown calls promptly and manage jobs within SLA timeframes.
• Use initiative to resolve issues quickly with minimal disruption to operations.
• Engage confidently with drivers, suppliers, and internal stakeholders to support timely resolutions.

Job description

Job no: 568120
Work type: Full time
Site: Stafford
Categories: Customer Support
Location: Staffordshire
Salary: £25,446
Business Area: Halfords Support Centre

About the role

We’re looking for a motivated and customer‑focused Breakdown Advisor to join our high‑performing team at our Stafford Support Centre. In this fast‑paced, 24/7 environment, you’ll play a vital role in ensuring commercial breakdowns are managed efficiently, professionally, and within established SLA timeframes.

As a key ambassador of the Halfords Commercial Fleet Services (HCFS), you’ll contribute to a customer‑centric, supportive, and teamwork‑driven culture.

You’ll work closely with colleagues, suppliers, and internal stakeholders to deliver seamless service, helping to keep our customers on the road. Your ability to stay calm under pressure, make sound decisions, and prioritise customer needs will be essential to meeting our ambitious KPIs for service quality, accuracy, and efficiency.

This role offers a brilliant opportunity to develop your knowledge of our sector, grow your skills, and contribute directly to the performance and reputation of our 24/7 Commercial Breakdown Support Centre.

Working / shift pattern for this role:

Ideally 07:00 – 19:00, 40n 4off but open to discussing hours. All shifts will be onsite at our Stafford office.

Site Address: ULM Services, Lakhpur Court, Cavendish House, Staffordshire Technology Park, Stafford, ST18 0FX

Key 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.

About you

• 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 elevate 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.
• Base salary £25,446 (pro rata for part time) per annum (£12.71 per hour), pension and 20 days annual leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Please Note: All shifts will be onsite at our Stafford office.

Training will be carried out during the first 2-3 weeks of employment which will also require all hours on site.