Downtime Controller - UK

SG Fleet AU; West Midlands; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid work from home

Wellness days

Training & development

Parental leave

Gym subsidies

Long service leave

Job summary

SG Fleet is seeking a Downtime Controller to handle inbound calls and emails, resolving queries about vehicle breakdowns and tyre replacements, and proactively managing service requests to completion while keeping customers informed. You will work with the Team Leader to meet service level agreements, support smooth daily operations, and maintain relationships with drivers and key contracts.

This role requires strong MS Office skills, excellent communication, and the ability to prioritise and

Qualifications

• Proficient with MS Office, especially Excel.
• Strong communication and listening skills.
• Good numerical and analytical abilities.
• Ability to manage multiple tasks and prioritise.
• Experience in customer service or fleet support is advantageous.

Responsibilities

• Build relationships with customers to maintain confidence and retention, coordinating with teams to align on goals.
• Handle breakdowns, tyre fitments, service bookings, and queries for drivers and contracts with timely responses.
• Coordinate with external suppliers to manage downtime within agreed timeframes and regulatory requirements.
• Identify process improvements, assist with reporting and complaints, and work with leaders to implement changes.
• Maintain systems like Miles and Epyx 1Link and develop industry knowledge.

Skills

Excel

Communication skills

Problem solving

Organisational skills

Customer service

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 pro-actively 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.

This position is responsible for handling inbound calls and emails, resolving customer queries related to vehicle breakdowns, tyre replacements, and pro-actively 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.