Downtime Controller (UK) – Fleet Support & Dispatch Hybrid

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

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