At a Glance
- Tasks: Provide top-notch customer service and manage breakdown calls efficiently.
- Company: Join Halfords, a leader in commercial fleet services with a supportive culture.
- Benefits: Competitive salary, shift allowance, employee discounts, and personal development opportunities.
- Other info: Dynamic night shift role with excellent career growth potential.
- Why this job: Make a real difference by helping customers stay on the road 24/7.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 12.71 - 12.71 £ per hour.
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 escalate 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.
Reward & benefits
- 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.
- 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.
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.
Breakdown Advisor (Night Shift) employer: Night Shift
At Halfords, we pride ourselves on being an excellent employer, offering a dynamic and supportive work environment at our Stafford Support Centre. As a Breakdown Advisor, you'll benefit from competitive pay, a commitment to your personal and professional development, and a culture that values teamwork and customer service excellence. With access to employee discounts, wellbeing resources, and a focus on inclusion, you'll find a rewarding career path that empowers you to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Breakdown Advisor (Night Shift)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Night Shift. 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 Night Shift 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 Breakdown Advisor (Night Shift)
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 Night Shift:Your cover letter is your chance to shine! Tell us why you want to work at Night Shift 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 Night Shift!
How to prepare for a job interview at Night Shift
✨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.
