Downtime Controller

Novuna; Trowbridge; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Excellent bonus scheme

Hybrid working

25 days' holiday + bank holidays

Wellbeing package (BUPA, digital GP, E

EAP & wellbeing events

Job summary

Novuna Vehicle Solutions is seeking a Downtime Controller to ensure fleets move smoothly from entry to resolution at our Trowbridge site on a 12-month fixed-term contract.

In this fast-paced role you will chase updates, manage multiple vehicles, and maintain proactive communication with customers and garages. The position supports hybrid working and a strong bonus and wellbeing package.

Qualifications

• Experience in a busy call-centre or customer service role.
• Strong organisational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication with customers and garages.

Responsibilities

• Manage vehicle downtime progress from entry to completion.
• Chase updates and keep customers informed throughout repairs.
• Action assigned jobs and make outbound calls to garages.
• Update customers with progress in a polite, concise manner.

Skills

Customer service

Communication

Organisation

Attention to detail

Telephone handling

Job description

• An excellent bonus scheme

Are you an experienced Service Advisor, Workshop Controller or automotive professional looking for your next move? Do you thrive in a fast-paced environment, juggling multiple priorities while keeping everything on track? Could you use your automotive knowledge, organisational skills and attention to detail to help keep some of the UK's largest vehicle fleets moving?

This is a 12-month Fixed Term Contract.

Who we are.

At Novuna Vehicle Solutions, we're in an exciting phase of growth. As one of the UK's largest leasing companies, we support customers with the vehicles, funding, infrastructure and fleet management expertise they need to keep moving. We work across a diverse portfolio, from company car and salary sacrifice schemes through to complex, multi-asset fleets across cars, vans, HGVs and specialist assets. We also support personal leasing and SME customers through our established broker and dealer channels. With a 4.9 Trustpilot score and Distinction accreditation from The Institute of Customer Service, our Customer First culture is at the heart of how we help customers take control of today's fleet challenges while preparing for the future.

What you'll do.

You'll join our team of Downtime Controllers in a busy, fast-paced role focused on one thing: keeping our customers' vehicles on the road. From the moment a vehicle enters a garage for maintenance or repair, you'll manage its progress, chase updates, overcome delays and keep the customer informed. With multiple vehicles requiring your attention at any one time, you'll need to stay organised, think on your feet and keep things moving.

Attendance of our Trowbridge office is 50%, though this may vary during your initial training period.

You'll Also

• Handle incoming customer calls and answer general enquiries regarding vehicle downtime
• Deal with customer or service provider queries, progressing and resolving events/complaints
• Action assigned jobs and make outbound calls to garages to chase progress
• Frequently update customers with the progress of their repairs in a polite, friendly and concise manner

What you'll bring.

You'll be confident communicating with garages, asking the right questions and challenging timescales where needed to keep work progressing. Proactive and highly organised, you'll be comfortable managing multiple priorities in a fast-paced environment while always focusing on the best outcome for the customer.

You'll Be a Great Fit If You

• Are a confident communicator, comfortable speaking with customers, garages and other stakeholders throughout the day
• Are proactive and tenacious, asking the right questions, chasing progress and seeing tasks through to completion
• Have great attention to detail, ensuring information is accurate while juggling multiple cases and priorities
• Are comfortable in a busy, telephone-based role, handling a variety of conversations and queries throughout the day

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our Offer To You Includes

• An excellent bonus scheme
• Hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being Yourself.

At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.