Roadside Customer Service

Volvo Trucks; Warwick; Hybrid; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

Healthcare

Employee Assistance Programme

Teleworking from abroad

Holiday entitlement

Parental leave

Discounts on purchases

Job summary

Volvo Trucks in Warwick is seeking a Roadside Customer Service professional to own breakdown cases across the UK, respond to calls from customers and dealerships, and keep customers moving.

The role provides training on Volvo systems like Microsoft Dynamics and One Case, with hybrid working (4 days in office, 1 day from home) and a salary up to £28,038 plus 18% shift allowance up to £33,084. Benefits are extensive.

Qualifications

• Customer-focused professional able to handle calls with confidence.
• Experience in retail or customer service-facing roles.
• Comfortable working on phones and managing cases with customers.
• Experience with CRM or case management systems is advantageous.
• Open to shift work to support 24/7 service.
• Strong written and verbal communication; team player.

Responsibilities

• Puts the customer first, delivering the best service and solution.
• Take ownership of breakdown cases across the UK to resolution.
• Answer calls from customers, dealerships and colleagues with clear updates.
• Collaborate with dealer network and UK colleagues for seamless service.
• Apply creative problem-solving to unexpected challenges.
• Use Volvo systems (Dynamics, One Case) to track and resolve cases.

Skills

Customer focus

Phone skills

CRM systems

Shift work

Written communication

Team player

Problem solving

Tools

Microsoft Dynamics

One Case

Job description

• 5 weekends

Location

Warwick, Hybrid working: 4 days in the office and 1 day a week working from home

Salary

Up to £28,038 basic, depending on experience.

18% shift allowance: Maximum up to £33,084 depending on basic.

12-week shift rotation

Published a year in advance. All shifts are 8 hours with a 30-minute break. Depending on the rotation, hours may be slightly more or less in a given week, but average 37.5 hours per week.

During Each 12-week Cycle, You Will Work

• 2 weeks of night shifts
• A variety of shifts starting mainly at 06:00, 08:00, 11:00, and 14:00
• 5 weekends

At Volvo Trucks, we do more than build trucks. We keep the world moving. From delivering essential goods to connecting communities, our vehicles, technology and people make a real difference every day. At Volvo Action Service (VAS), we ensure that Volvo Group customers receive prompt, reliable support whenever their vehicles face issues. Exceptional customer service drives everything we do and we take a proactive approach to getting vehicles back on the road quickly and smoothly.

As Roadside Customer Service, you will be at the heart of our customer support network. Whether a vehicle is in the UK or beyond, you will take ownership of breakdowns and repairs, giving customers peace of mind and ensuring every situation is handled efficiently and professionally.

We are Volvo Action Service - YouTube

What Can Volvo Group Offer You

• Pension scheme: We offer a matched pension scheme of up to 7% of your salary, with incremental benefits based on length of service, including death in service cover.
• Healthcare: Benefit from access to Bupa Cover and Dental insurance.
• Employee Assistance Programme: Take advantage of wellness, mindfulness and counselling services to support your overall well-being.
• Teleworking from abroad for up to 1 week a year
• Holiday Allowance: 33 days annual leave (increasing with length of service), plus the option to buy up to 5 additional days. Bank holidays are included within this allowance.
• Maternity and Paternity leave: Maternity leave (6 months full pay, 6 months half pay) and 5 weeks of paternity leave, with 3 weeks flexible to take at any point.
• Discounts on various purchases: Enjoy savings on shopping vouchers, cinema tickets, holidays and travel.

You can learn more about the rewards and benefits Volvo Group Employee Benefits

What will you do?

• Puts the customer first, always striving to deliver the best possible service and solution
• Take ownership of breakdown cases across the UK, seeing each through to resolution
• Take calls from customers, dealerships and colleagues, ensuring clear, timely communication and updates throughout
• Collaborate with the dealer network and colleagues across the UK to ensure seamless service
• Apply creative problem-solving to unexpected challenges to achieve the best outcome
• Use Volvo systems, including Microsoft Dynamics and One Case, to track, manage and resolve cases efficiently

You will report directly to the Customer Support Manager and work closely with a large team of UK and European Operations Coordinators who can provide guidance and advice. Full training is provided on all Volvo systems and ways of working.

Who Are You?

A customer-focused and confident professional who thrives in a fast-paced, problem-solving environment.

• Able to communicate clearly with a wide range of people, from drivers and fleet managers to business owners
• Comfortable working on the phones and managing cases directly with customers
• Experience in retail or customer service-facing roles, solving issues efficiently and effectively
• You may have experience with CRM systems or case management systems (advantageous)
• Open to shift work, supporting our 24/7 service to keep customers moving at all times
• Strong written and verbal communication skills
• Adaptable and proactive, finding solutions even in unexpected situations
• Supports colleagues and works well within a team

All Volvo Group adverts are advertised for a minimum of 10 working days from the posting date.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group's leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.