Service & Breakdown Operations Lead

Dawsongroup; Brighouse; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Life assurance

Wellbeing support

Cycle to Work

24 days leave + holidays

Funded training

Job summary

Dawsongroup EMC in Brighouse is seeking an experienced Service & Breakdown Control Supervisor to lead our Service and Breakdown Control teams, taking ownership of day-to-day performance, vehicle availability and customer experience.

You will coach controllers, oversee service events from notification to completion, monitor WIP against the 14-day target and drive KPI improvements across the fleet and suppliers. This is a senior operational role focused on people leadership and service excellence.

Qualifications

• Experience leading within a busy operational environment.
• Experience managing service or breakdown activity, scheduling, suppliers and workloads.
• Comfortable working with KPIs, SLAs and WIP; able to identify risks and drive action.
• Strong communication and organisational skills; able to manage competing priorities, customers and suppliers.
• Confident using IT systems for scheduling, job tracking, reporting and operational administration.

Responsibilities

• Lead, coach and support Service and Breakdown Controllers, allocating workloads and maintaining effective team cover.
• Oversee service events, breakdowns, third-party bookings and Mobile Engineer diaries from initial notification through to completion.
• Maintain strong control of Work In Progress, with open jobs kept below the 14-day target and clear actions to resolve delays.
• Monitor operational KPIs and SLAs, including HGV downtime, fleet availability, compliance, supplier performance and customer communication.
• Act as an escalation point, working across Operations, Mobile Engineering, Compliance, Commercial, depots, customers and suppliers to resolve issues.

Skills

People leadership

Scheduling

KPIs & SLAs

Communication

IT systems

Tools

Scheduling software

Reporting tools

Job description

Dawsongroup EMC in Brighouse is seeking an experienced Service & Breakdown Control Supervisor to lead our Service and Breakdown Control teams, taking ownership of day-to-day performance, vehicle availability and customer experience.

You will coach controllers, oversee service events from notification to completion, monitor WIP against the 14-day target and drive KPI improvements across the fleet and suppliers. This is a senior operational role focused on people leadership and service excellence.