Customer Support Breakdown Controller

Job Title: Customer Support Breakdown Controller
Contract Type: Permanent
Location: Trafford, Greater Manchester
Salary: Negotiable
Start Date: ASAP
Reference: 959874_1563190540
Contact Name: Emily Knowles
Contact Email:
Job Published: July 15, 2019 12:35

Job Description

An exciting opportunity has arisen for an enthusiastic Customer Support Breakdown Controller to work on a permanent basis for our client SHB Vehicle Hire, a market leading national vehicle fleet management company. This position will be based at the Manchester depot.


To manage customers breakdown events, booking jobs onto the in-house computer system and liaising with both our branch network and Supply Chain Partners to ensure that our customers get back on the road as quickly as possible, and that repairs are undertaken cost effectively.


*Offer customer support and advice following a breakdown or defect.
*Allocate calls and resources to ensure that all tasks are attended by the appropriate Engineer within an appropriate timescale to meet organisational targets.
*Assist with monitoring engineer productivity through matching of their availability and skill set against existing workloads.
*General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephony system, inputting data onto the in-house computer system ensuring accuracy of records, procedures and documentation.
*Provide 'on-call' cover via telephone outside of normal business hours to offer support for our outsourced network.

Key Accountabilities

*Customer satisfaction and call response times within SHB guidelines.
*Incident management, meeting agreed time frames for repairs.
*Recording vehicle off the road/non-available time.
*Understanding sub-contractor spend.
*Understanding general cost control.
*Maintaining accurate and up to date records.

Essential Skills

*Suitable industry qualifications/time served or demonstrable customer service experience within the vehicle maintenance industry.
*A good general level of vehicle technical knowledge.
*IT skills, including Microsoft Outlook.
*Excellent communication and customer service skills.
*A good standard of written and spoken English.
*Be a well organised individual with excellent time management and prioritisation skills.

Additional details

For further details, please contact Emily Knowles at Omega Resource Group on 01453 852 543.

To apply, please click apply now.

Visit -

We are always seeking talented candidates including; HGV Technicians, HGV Mechanics, LCV Mechanics, LCV Technicians, Auto Electricians, HGV Drivers, Casual Drivers, Valeters, Panel Beaters, Commercial Body Builders, Vehicle Fabricators, Hire Controllers, Apprentice Technicians, Apprentice Mechanics, Paint Sprayers and many more across the UK network.
Omega resource group are acting as an employment agency in relation to this position.

Omega Resource Group Ltd is acting as an Employment Agency in relation to this vacancy.