Fleet Controller

U-Drive Vehicle Hire; Poole; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

30 days annual leave

Employee discount on U-Drive rental

Employee Assistance Programme

Training and development opportunities

Discounts with over 3,000 retailers

Free eye test and £75 towards glasses

Smart tech

Competitive pension

Option to buy more annual leave

Job summary

U-Drive is seeking a Fleet Controller to join our Fleet Control team in Poole. You will manage SMR and VOR activity, arranging servicing and breakdowns across our in-house workshop and suppliers, ensuring timely resolutions within SLAs.

You will handle high volumes of calls and emails, prioritise urgent cases, and keep customers informed while collaborating with Insurance, Account Management and Sales to improve service. This is a 40-hour, Mon-Fri role.

Qualifications

• Experience in fleet, rental, breakdown, workshop, or comparable operational role.
• Experience in a busy telephone-based or contact centre environment, handling inbound and outbound calls.
• Proven ability to prioritise and work to deadlines or service level agreements under pressure.
• GCSE English (or equivalent) and confident, accurate keyboard skills.
• Eligible to work in the United Kingdom.
• Available for rotating shifts between 7:00am and 6:00pm and occasional half-day Bank Holidays.

Responsibilities

• Taking ownership of SMR activity across our fleet, arranging servicing, repairs, inspections, MOT/plate tests and Road Fund Licence renewals with our in-house workshop and third-party suppliers.
• Managing VOR vehicles and breakdowns, prioritising urgent cases against customer service level agreements and driving down vehicle downtime.
• Making and taking a high volume of calls and emails with customers, garages, breakdown providers and other suppliers, and chasing every job through to completion.
• Reviewing repairs and incidents to identify recharge opportunities, for example damage, misuse or non-fair-wear-and-tear items, and ensuring they are raised.
• Keeping customers and colleagues updated with clear, accurate and timely information on vehicle status.
• Working with the Insurance, Account Management and Sales teams to resolve problems and improve the service we deliver.
• Recording all activity accurately and without delay in our rental management system.

Skills

Telephone communication

Prioritisation under pressure

Organised

Team player

Education

GCSE English

Tools

Microsoft Office

Job description

Keeping our vehicles on the road and our customers moving.

We have an exciting opportunity for a Fleet Controller to join our Fleet Control team at U-Drive.

Reporting to the Fleet Manager, you will work a 40-hour week, Monday to Friday, in a busy, team-based contact centre environment, handling a high volume of inbound and outbound calls and emails. You will take control of service, maintenance and repair (SMR), vehicle off road (VOR) cases and breakdowns from first call to resolution, arranging and chasing work with our supply chain, and making sure every job is delivered to service level agreements.

This is a busy, fast-moving role for someone who gets the job done. You will be:

• A problem solver who takes ownership, thinks on your feet and finds a way to get vehicles back on the road
• A strong, confident communicator by phone and email, able to chase suppliers firmly and keep customers informed
• Highly organised, able to juggle multiple live jobs, prioritise under pressure and keep track of every one of them
• Resilient and calm in a high-volume contact centre environment, where no two days are the same
• A team player who supports colleagues when the phones are busy

About The Role

• Taking ownership of SMR activity across our fleet, arranging servicing, repairs, inspections, MOT/plate tests and Road Fund Licence renewals with our in-house workshop and third-party suppliers
• Managing VOR vehicles and breakdowns, prioritising urgent cases against customer service level agreements and driving down vehicle downtime
• Making and taking a high volume of calls and emails with customers, garages, breakdown providers and other suppliers, and chasing every job through to completion
• Reviewing repairs and incidents to identify recharge opportunities, for example damage, misuse or non-fair-wear-and-tear items, and ensuring they are raised
• Keeping customers and colleagues updated with clear, accurate and timely information on vehicle status
• Working with the Insurance, Account Management and Sales teams to resolve problems and improve the service we deliver
• Recording all activity accurately and without delay in our rental management system

This is a permanent, full-time position working 40 hours per week, Monday to Friday. The role operates on a rotating shift pattern, with working hours falling between 7:00am and 6:00pm depending on the allocated shift.

Bank Holidays will sometimes be worked on a half-day basis.

About U-Drive

Established 40 years ago, U-Drive is a family-owned and operated vehicle rental company supplying high quality cars, LCVs and specialist vehicles across the UK. Our friendly team take pride in working together to provide superb service to our business customers and private hirers alike.

Our six company values shape how we work every day: Respect, Have Fun, Take Responsibility, Integrity, Start With The Customer, and Learn By Doing. We look for everyone to be a leader and an innovator, whatever their role or job title, and we recognise team members each month who bring those values to life.

Requirements

Essential

• Experience in a fleet, rental, breakdown, workshop, service desk or comparable operational role, managing vehicle maintenance, repairs or downtime
• Experience in a busy telephone-based or contact centre environment, handling inbound and outbound calls
• Proven ability to prioritise and work to deadlines or service level agreements under pressure
• GCSE English (or equivalent) and confident, accurate keyboard skills
• Eligible to work in the United Kingdom
• Available for rotating shifts between 7:00am and 6:00pm
• Available for occasional half-day Bank Holiday working

Desirable

• Working knowledge of MOT, plate test and Road Fund Licence compliance
• Understanding of fair wear and tear and damage recharging
• Experience using a fleet or rental management system
• Proficiency with Microsoft Office
• Experience in the vehicle rental, leasing or fleet management industry

Benefits

• 30 days annual leave (inclusive of bank holidays) increasing with length of service
• Employee discount on U-Drive rental, including discount for friends and family
• Employee Assistance Programme in partnership with Health Assured
• Company sponsored training and development opportunities
• Access to Employee Discount Programme offering savings on over 3,000 retailers
• Free eye test and £75 towards glasses
• Smart tech
• Competitive pension
• Opportunity to buy more annual leave where available