Service & Breakdown Control Lead — Drive Fleet Performance

Dawsongroup; Brighouse; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Life assurance

Cycle to Work

Wellbeing support

Generous leave

Training & progression

Long-term incentives

Job summary

Dawsongroup EMC in Brighouse seeks an experienced Service & Breakdown Control Supervisor, Service Controller or Fleet Controller to lead our Service and Breakdown Control teams and drive day-to-day performance, vehicle availability and the customer experience.

You will coach Controllers, manage workloads, monitor KPIs and SLAs, and coordinate with engineers, suppliers and customers to reduce downtime and improve availability.

Qualifications

• Experience leading, supervising or coordinating people within a busy operational environment.
• Experience managing service or breakdown activity, scheduling, suppliers and workloads.
• Comfortable working with KPIs, SLAs and WIP, using information to identify risks and drive action.
• Strong communication and organisational skills, especially with multiple priorities.

Responsibilities

• Lead, coach and support Service and Breakdown Controllers, allocating workloads and ensuring team coverage.
• Oversee service events, breakdowns, third‑party bookings and Mobile Engineer diaries from notification to completion.
• Maintain control of Work In Progress with 14‑day targets and clear delay resolution actions.
• Monitor KPIs and SLAs such as HGV downtime, fleet availability and supplier performance.
• Act as escalation point, collaborating with Operations, Engineering, Compliance and customers to resolve issues.

Skills

Team leadership

Service control

Scheduling

KPIs & SLAs

IT systems for scheduling

Job description

Dawsongroup EMC in Brighouse seeks an experienced Service & Breakdown Control Supervisor, Service Controller or Fleet Controller to lead our Service and Breakdown Control teams and drive day-to-day performance, vehicle availability and the customer experience.

You will coach Controllers, manage workloads, monitor KPIs and SLAs, and coordinate with engineers, suppliers and customers to reduce downtime and improve availability.