Customer Uptime Controller - DAF Fleet Services - Devizes

Ford & Slater Limited; Devizes; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Bonus scheme

Training & development

Holiday entitlement

Job summary

Ford & Slater Limited in Devizes is recruiting a Customer Uptime Controller to keep customer fleets available and customers happy. You will manage uptime, coordinate with a wide dealer network, and drive swift resolutions for vehicle downtime.

The role emphasises strong customer service, proactive troubleshooting, and clear communication, with a focus on teamwork and operational efficiency. Training is provided to ensure best-in-class support for clients.

Qualifications

• Proven track record of providing outstanding customer service.
• Ability to troubleshoot issues and think on your feet.
• Excellent written and verbal communication skills.
• High level of IT literacy and comfortable with phone and email.
• Organised, proactive and able to work on own initiative.

Responsibilities

• Manage uptime of customer fleet and respond to incidents.
• Liaise with DAF dealer network to coordinate progress and actions.
• Monitor Vehicle Off Road (VOR) and drive timely resolutions with partners.
• Support cost control and effective communication with manufacturers.

Skills

Customer service

Troubleshooting

Verbal & written communication

IT literacy

Organization

Tools

CRM systems

MS Office

Job description

Customer Uptime Controller - DAF Fleet Services - Devizes

Customer Uptime Controller

Due to substantial growth, we currently have an exciting opening for you to join our highly skilled and collaborative team as a Customer Uptime Controller in our fantastic DAF Fleet Services organisation in Devizes. We are part of one of the largest and most respected DAF dealer groups in Europe and DAF are the largest truck manufacturer in the UK with record growth and award winning trucks year on year. We offer our clients bespoke Fleet Management Solutions to improve their operations and allow them to focus on their business requirements.

As a Customer Uptime Controller, we can offer you:

• Base salary of £30,000 - £33,000 (depending on your industry experience)
• Quarterly bonus of up to £1,500 providing the opportunity to earn an additional £6,000 per annum based on you and your teams performance (Qualify for bonus scheme once fully trained and contributing towards team targets)
• Excellent DAF Customer Uptime Controller training & development opportunities – in house and manufacturer’s
• 22 days holiday (plus statutory), rising to 25 days after 5 years service
• Employee recognition competitions
• Company mini events, food days and much more

We’re looking for someone who is passionate about delivering an exceptional customer experience and ensuring our customers’ vehicles stay on the road where they belong. While training will be provided, the ideal candidate will bring the following skills and qualities:

• A proven track record of providing outstanding customer service.
• Have a can do attitude and enjoy troubleshooting.
• Exceptional communication skills both written and verbal.
• A high level of IT literacy and comfortable on the phone and using email.
• Be organised, resilient and have the ability to work on your own initiative.
• Experience in vehicle repair, fleet management, or the commercial automotive sector would be a distinct advantage, helping you better understand customer needs and challenges.

The Customer Uptime Controller role / responsibilities include (but not limited to):

The principle objective of the team is to provide great customer service through making our customers fleet more available on a day to day basis and by communicating thoroughly to ensure they can plan for scenarios that arise as a result of their vehicles being off the road.

You will be an integral part of a team responsible for managing the uptime of our customer fleet and building strong collaborative relationships primarily with DAF’s dealer network, the largest in the UK. You will have day to day responsibility for Vehicle Off Road (VOR) progress and escalation channelling through third party partners and suppliers.

Mitigating VOR downtime and proactive reduction via a robust process of liaison, support and working with other providers through our large portfolio of support to deliver great service through prioritisation and issue resolution. Communicate with vehicle manufacturers over specification or part issues. Ensure cost control is adhered to at all times.

Working Monday – Friday, 8am to 5pm (1 hour lunch break).

As anequal opportunity employer, we do not discriminate and are committed to provide equal opportunities, a fully inclusive work environment and fairness for all.