At a Glance
- Tasks: Lead and develop a team of Breakdown Advisors in a fast-paced environment.
- Company: Join Halfords, a company that values its colleagues and promotes inclusion.
- Benefits: Competitive salary, pension, personal development, and exclusive discounts.
- Other info: Dynamic work culture with a focus on wellbeing and career growth opportunities.
- Why this job: Make a real impact by delivering exceptional customer service and driving team performance.
- Qualifications: Experience in leading teams, strong communication skills, and a passion for continuous improvement.
The predicted salary is between 33266 - 33266 £ per year.
We’re looking for an experienced, motivated, and people-focused Shift Manager to join our Breakdown Support team at our Stafford Support Centre. In this fast-paced, 24/7 environment, you'll lead a team of Breakdown Advisors, ensuring commercial breakdowns are managed efficiently and delivered within agreed SLA timeframes. As the primary escalation point during your shift, you'll provide leadership, coaching, and support to your team while driving operational performance and delivering exceptional customer service. Working closely with colleagues, suppliers, and internal stakeholders, you'll be responsible for achieving key operational KPIs, developing your team, and fostering a culture of continuous improvement. This is an exciting opportunity for an experienced leader who thrives in a fast-paced environment and is passionate about developing people, improving performance, and delivering outstanding customer experiences.
Working Pattern: 07:00 – 19:00, 4 on 4 off shift pattern
Location/ Site Address: ULM Services, Lakhpur Court, Cavendish House, Staffordshire Technology Park, Stafford, ST18 0FX
Key responsibilities
- Lead, motivate and develop a team of Breakdown Advisors, creating a positive, high-performing culture through regular coaching, feedback, and development.
- Act as the primary escalation point for colleagues during your shift, providing guidance and support to ensure excellent service delivery and operational efficiency.
- Ensure all breakdown calls and jobs are managed within agreed SLA timeframes while maintaining exceptional customer service standards.
- Monitor team performance and drive achievement of key operational KPIs, including efficiency, productivity, utilisation, quality, and customer satisfaction.
- Manage colleague performance through regular one-to-ones, coaching conversations and Personal Development Reviews (PDRs), supporting both individual growth and engagement.
- Plan and manage shift labour effectively to maximise productivity while maintaining appropriate resource levels across the operation.
- Make confident, timely decisions to resolve complex operational issues while maintaining a customer-first approach.
- Build strong working relationships with internal stakeholders, suppliers, and customers, acting as a trusted leader and ambassador for Halfords Commercial Fleet Services.
- Promote compliance with Health & Safety standards, company policies, and operational procedures, ensuring best practice is followed at all times.
- Champion the Halfords Commercial Fleet Services values, encouraging collaboration, accountability, and consistency across the business.
About you
You'll be an experienced operational leader who enjoys developing people and delivering results in a fast-moving environment. You'll also have:
- Proven experience leading, motivating and developing high-performing teams.
- The ability to remain calm and effective in a fast-paced, high-pressure environment where priorities can change quickly.
- A strong understanding of operational performance management, workforce planning and achieving service level agreements.
- Excellent communication and interpersonal skills, with the ability to build positive relationships at all levels.
- Confidence analysing operational data, identifying trends and making informed decisions to improve performance.
- Strong problem-solving skills, resilience, and the ability to make sound decisions under pressure.
- A good understanding of Health & Safety requirements and operational compliance.
- A genuine passion for colleague engagement, coaching and continuous improvement.
- Commercial awareness with a proactive mindset and a drive to deliver operational excellence.
Reward & benefits
At Halfords, we believe our colleagues are our greatest asset, which is why we offer a range of benefits to support your career and wellbeing, including:
- Salary package of £33,266 per annum (£28,466 basic salary, plus £3,600 shift allowance and up to £1,200 attendance bonus).
- Pension and annual leave entitlement.
- Ongoing personal and professional development, helping you grow your skills and achieve your career aspirations.
- Access to a wide range of colleague discounts across the Halfords family of products and services.
- A strong focus on wellbeing and inclusion, with dedicated wellbeing resources and active Colleague Networks that champion diversity and inclusion across the business.
Our commitment to inclusion
Not sure you meet every requirement? We'd encourage you to take the wheel and apply anyway. At Halfords, we're committed to creating an inclusive workplace where everyone can thrive. We're proud to be an equal opportunities employer and welcome applications from all backgrounds as we continue building one Halfords Family.
Shift Manager (4on 4off) employer: 4on 4off
At Halfords, we pride ourselves on being an excellent employer, offering a supportive and dynamic work environment at our Stafford Support Centre. As a Shift Manager, you'll benefit from a competitive salary package, ongoing professional development opportunities, and a strong focus on wellbeing and inclusion, all while leading a dedicated team in a fast-paced setting. Join us to make a meaningful impact and grow your career in a company that values its colleagues as its greatest asset.
StudySmarter Expert Advice🤫
We think this is how you could land Shift Manager (4on 4off)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 4on 4off. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 4on 4off before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Shift Manager (4on 4off)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 4on 4off:Your cover letter is your chance to shine! Tell us why you want to work at 4on 4off specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 4on 4off!
How to prepare for a job interview at 4on 4off
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
