At a Glance
- Tasks: Provide top-notch customer support for vehicle breakdowns and manage call allocations.
- Company: Leading Breakdown and Recovery Company based in Denton, Manchester.
- Benefits: 12-hour shifts, competitive pay, and training provided.
- Other info: Great opportunity for career growth in a fast-paced environment.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: Strong communication skills and a knack for multitasking.
The predicted salary is between 12 - 16 £ per hour.
A leading Breakdown and Recovery Company based in Denton, Manchester is looking for a Breakdown Controller/Control Room Operative to cover their day shift. This is based on a working 12 hour shifts (7-7) 3 or 4 shifts a week, working Monday to Sunday. For the first 3 months of your employment, you will be trained on day shifts and paid at minimum wage for this period.
The Breakdown Controller/Control Room Operative will be the first point of contact for customers with vehicle breakdowns and will determine the most cost-effective route for repair. HGV mechanical knowledge and UK geographic knowledge would be beneficial but not essential.
Duties:- Offer front line customer support following a breakdown or defect.
- Allocate calls and resources to ensure that all calls and tasks are attended by the appropriate Engineer in contracted/targeted timescales to comply with agreed Service Level Agreements (SLAs) and organisational targets.
- Ensure customers are regularly informed of call progression/development through to satisfactory resolution.
- Ensure that the necessary processes, procedures, and engineer work instructions are understood and followed, thereby providing a consistent and professional service to the client.
- Booking jobs onto the in-house computer system.
- General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephone system, inputting of data onto the in-house computer system ensuring accuracy of records, procedures, and documentation.
- Raising customer invoices.
- Call Management for external companies whilst they are closed.
- Customer satisfaction and call response times within guidelines.
- Incident management, meeting agreed time frames for repairs.
- Adhering to all processes and procedures.
- Accurate and up-to-date records.
- Business standard IT skills, including Microsoft Office.
- Possess the ability to log calls and distribute breakdown information.
- Excellent communication and customer care skills.
- A good standard of written and spoken English.
- A tenacious, enthusiastic, and flexible disposition.
- Some prior experience with call handling/customer service, engineer allocation, customer management.
- Good self-starter with the ability to multi-task.
- Ability to work well under pressure in a busy environment.
- Ability to work well as part of a team, and also on their own when required.
- Be a well-organised individual with excellent time management and prioritisation skills.
Call Centre agent / Breakdown Controller employer: Nationwide Transport Breakdown Services Ltd
Join a leading Breakdown and Recovery Company in Denton, Manchester, where we prioritise employee growth and a supportive work culture. As a Call Centre Agent/Breakdown Controller, you'll benefit from comprehensive training, flexible shift patterns, and the opportunity to make a real difference in customer service. Our commitment to your development and a collaborative team environment makes us an excellent employer for those seeking meaningful and rewarding employment.
Contact Details:
Nationwide Transport Breakdown Services Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre agent / Breakdown Controller
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nationwide Transport Breakdown Services Ltd. 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 Nationwide Transport Breakdown Services Ltd 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 Call Centre agent / Breakdown Controller
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 Nationwide Transport Breakdown Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Nationwide Transport Breakdown Services Ltd 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 Nationwide Transport Breakdown Services Ltd!
How to prepare for a job interview at Nationwide Transport Breakdown Services Ltd
✨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.
