Breakdown Controller

DHL; Manchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

A global logistics company in Manchester is seeking a Customer Service Administrator to provide key administrative support and ensure excellent service levels within their call centre. The ideal candidate will have strong communication skills and experience in high-pressure environments. The role offers competitive pay, flexible working options, and various employee benefits including a pension scheme and retail discounts.

Benefits

Free parking

On-site canteen

Generous pension scheme

Free confidential GP consultations

Retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Proven ability to meet call centre KPI performance.
• Experience in customer service or call centre operations.
• Ability to manage high volume phone calls effectively.

Responsibilities

• Ensure high level service to customers by achieving call centre KPI.
• Answer all vendor and site calls within agreed SLA timescale.
• Monitor calls to ensure breakdowns are handled promptly.

Skills

Strong Communication skills (Telephone)

Experience in working under a high Pressured environment

Computer Literate – Word – Excel

Fleet maintenance Knowledge

Job description

Pay Rate: Competitive
Grade: O
Contract Type: Permanent (Full-Time)
Shift patterns: Monday to Friday: three weeks on a 09:00–17:00 shift, followed by one week on an 11:00–19:00 shift.

Location: Manchester, M32 0UT

Think you know DHL? Think again! We’re not just about delivering parcels. DHL Supply Chain is the world’s leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly.

We’re now looking for a Customer Service Administrator to work for DSC Asset Management Centre of Excellence (AMCoE) in order to ensure the highest levels of service, call responses and escalation as per AMCoE procedures. This role is responsible to be general admin support for asset maintenance and rental processes and also contingency response for departments high volume phone calls.

✅A TYPICAL DAY MAY INVOLVE

• Achieve call centre KPI performance that allows the department to provide high level service to the customer
• Ensuring all vendor and site calls are answered within the agreed CMC SLA timescales.
• Continually monitor call centre screen to ensure breakdown calls are answered within 7 seconds.
• Liaise with service providers and engineering operations regarding maintenance activities to ensure cost is minimised and repairs & maintenance have been completed as per the agreed specifications.

✅THIS ROLE WOULD SUIT PEOPLE WHO

• Strong Communication skills (Telephone)
• Experience in working under a high Pressured environment (phones)
• Computer Literate – Word – Excel
• Fleet maintenance Knowledge is desirable but not essential

✅WHY JOIN US?

• Free parking and on-site canteen
• We’re happy to talk about flexible working – just ask about alternative patterns at interview
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

✅WHO WE ARE

We’re the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

✅BUILDING AN INCLUSIVE WORKPLACE

At DHL, we’re all about creating a workplace where everyone’s skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex‑service personnel and are dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing 3rd of November. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.