Downtime Controller

SG Fleet AU; Evesham; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid work from home options

Wellness days per annum

Ongoing training and development

Parental leave benefits

Gym and Education subsidies

Long Service Leave benefits

Sick Leave

Job summary

A financial services firm based in the UK is seeking a Downtime Controller to manage vehicle breakdown inquiries and service requests. The position involves working closely with drivers, suppliers, and internal teams to ensure high-quality customer support. Ideal candidates will demonstrate strong proficiency in MS Office, particularly Excel, and exceptional communication skills. The role offers a hybrid working arrangement and several employee benefits, including wellness days and ongoing training opportunities.

Qualifications

• Proficiency in Excel and other MS Office applications.
• Effective verbal and written communication with good listening skills.
• Strong attention to detail with numerical capability.
• Maintains relationships with stakeholders with discretion and tact.
• Able to resolve customer issues promptly and efficiently.
• Delivers high-quality work with strong organisation and time management.

Responsibilities

• Handle inbound calls and emails related to vehicle breakdowns.
• Resolve customer queries in a timely and effective manner.
• Maintain key business systems for tracking and reporting.
• Identify process improvements and assist with reporting and complaint handling.
• Maintain systems such as Miles and Epyx 1Link and stay informed on industry practices.

Skills

Proficient with MS Office

Effective communication

Strong technical/numerical skills

Organisational and prioritisation skills

Problem solving

Attention to detail

Organisational skills

Tools

Miles

Epyx 1Link

Job description

About The Role..

This position is responsible for handling inbound calls and emails, resolving customer queries related to vehicle breakdowns, tyre replacements, and proactively managing service or repair requests to completion while ensuring customers are kept informed throughout. It also involves working with the Team Leader to meet service level agreements, support smooth daily operations and achieve individual performance goals.

As a Downtime Controller you will..

• Build strong relationships with customers to instil confidence and retain business, collaborate effectively within and across teams by recognising internal stakeholders, and maintain regular communication with other business areas to align on objectives and outcomes
• Provide direct support to drivers and key contracts by handling breakdowns, tyre fitments, service bookings, damage authorisations, and general queries, while ensuring timely response and prioritising workload to meet deadlines and service levels
• Actively work with external suppliers to effectively manage the downtime process and ensuring that these are managed with expected timeframes, and in accordance with legislative requirements
• Contribute to continuous improvement by identifying process enhancements, assisting with customer reporting and complaint handling, and collaborating with the team leader and stakeholders to implement changes
• Maintain key business systems such as Miles and Epyx 1Link while developing a solid understanding of the industry and marketplace

A bit about you..

• Proficient with MS Office suite of applications particularly in Excel
• Effective communicator both verbally and in writing, demonstrating good listening and probing skills
• Has strong technical/numerical skills, shares knowledge and is thorough and accurate
• Maintains strong relationships and demonstrates discretion and tact in dealing with others
• Can resolve problems through to resolution for customers in a timely, effective manner
• Consistently takes responsibility for high quality, high output work, showing innovative, forward thinking and strong attention to detail
• Strong organisational and prioritisation skills - meets specified deadlines and reports regularly on progress

Who we are..

We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence in the UK, Australia and NZ. With 3 major brands, a total portfolio under management of $2.5 Billion and over 1200 employees, we work at the forefront of the fleet management and leasing industry. We believe that our people are the most important contributor to our continued success and are instrumental in making us a great place to work.

Our culture..

At SG Fleet we look for people who embody our values, allowing us to provide an unparalleled customer experience. You will have the opportunity to thrive in a positive and fun atmosphere where everyone is valued and recognised for their efforts, whilst being a part of an amazing team.

Some of our perks include..

• Hybrid work from home, work from office
• 3 “Wellness” days per annum (yes, in addition to your annual leave!)
• We will give you ongoing training and development within your role
• Additional parental leave benefits for both primary and secondary carers
• Gym and Education subsidies
• Long Service Leave and additional Sick Leave benefits

What's next..

We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging while also offering work-life balance and career development. We are a proud equal opportunity employer, and welcome everyone to our team. Resumes may be sent and interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application 'close' date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.