Breakdown Advisor (Night Shift, 4on 4off)

Halfords; Kansas; On-site; USD 31,000 - 38,000; Full time

Benefits offered by this job

Shift allowance

Attendance allowance

Pension

20 days annual leave

Employee discounts

Job summary

Halfords is seeking a Breakdown Advisor to join our Stafford Support Centre in a fast-paced, 24/7 environment. You will manage commercial breakdowns, deliver excellent customer service, and work with drivers, suppliers, and internal stakeholders to keep customers on the road.

Rolling shift 4 on 4 off night pattern from 7pm to 7am, onsite at Stafford office. Training in the first 2–3 weeks and a range of benefits including pension, leave, shift allowance, and employee discounts.

Qualifications

• Customer-focused mindset with strong communication skills.
• Ability to stay calm under pressure in a fast-paced environment.
• Excellent decision-making and prioritisation abilities.

Responsibilities

• Deliver outstanding customer service to internal and external customers.
• Respond to breakdown calls promptly and manage jobs within SLA timeframes.
• Use initiative to resolve issues quickly and minimize disruption.
• Engage with drivers, suppliers, and stakeholders for timely resolutions.
• Meet and exceed performance KPIs for accuracy and efficiency.
• Participate in training and development to improve performance.
• Support Team Leader with priorities and workflow improvements.
• Promote Halfords values and a positive working culture.

Job description

Breakdown Advisor (Night Shift, 4on 4off)

Job no: 568122
Work type: Full time
Site: Stafford
Categories: Customer Support
Location: Staffordshire
Salary: £25,446
Business Area: Halfords Support Centre

About the role

We’re looking for a motivated and customer‑focused Breakdown Advisor to join our high‑performing team at our Stafford Support Centre. In this fast‑paced, 24/7 environment, you’ll play a vital role in ensuring commercial breakdowns are managed efficiently, professionally, and within established SLA timeframes.

As a key ambassador of the Halfords Commercial Fleet Services (HCFS), you’ll contribute to a customer‑centric, supportive, and teamwork‑driven culture.

You’ll work closely with colleagues, suppliers, and internal stakeholders to deliver seamless service, helping to keep our customers on the road. Your ability to stay calm under pressure, make sound decisions, and prioritise customer needs will be essential to meeting our ambitious KPIs for service quality, accuracy, and efficiency.

This role offers a brilliant opportunity to develop your knowledge of our sector, grow your skills, and contribute directly to the performance and reputation of our 24/7 Commercial Breakdown Support Centre.

Working / shift pattern for this role: Rolling shift 4 on 4 off night shift – 7pm to 7am – includes working weekends and bank holidays. All shifts will be onsite at our Stafford office.

Key responsibilities

• Deliver outstanding customer service to internal and external customers, ensuring a professional, supportive, and solutions‑focused experience at every interaction.
• Respond to breakdown calls promptly and ensure all jobs are managed within established SLA timeframes to maintain operational excellence.
• Use strong initiative and sound decision‑making to resolve issues quickly and effectively, ensuring minimal disruption to customers and operations.
• Engage confidently and professionally with drivers, suppliers, and internal stakeholders to support timely resolutions and strong working relationships.
• Consistently meet and exceed performance KPIs, including job accuracy, efficiency, error reduction, and service quality standards.
• Maintain a performance-driven mindset, actively participating in training and development to support personal progression.
• Support your Team Leader with operational priorities, contributing to productivity, workflow management, and overall service delivery improvements.
• Act as an ambassador for our values, promoting a positive culture and helping to unify ways of working across Commercial Fleet Services.

About you

• Confident communicator with excellent people skills and a genuine passion for achieving high performance and great outcomes for customers.
• Thrive in a fast‑paced, and constantly changing environment, maintaining focus and delivering consistent results.
• Able to interpret and identify key information and elevate critical issues promptly when needed.
• Use a logical, customer‑first mindset when making decisions, always striving for the best possible resolution.
• Proactive, resilient, and commercially aware.
• Base salary- Minimum wage up to £25,446 per annum (£12.71 per hour), £300 per month shift allowance, eligibility for a yearly attendance allowance (eligible for £1200 per year), pension and 20 days annual leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

Please Note: All shifts will be onsite at our Stafford office.

Training will be carried out during the first 2-3 weeks of employment which will also require all hours on site.