Senior Breakdown Controller

Senior Breakdown Controller

We are seeking a highly skilled and experienced Senior Breakdown Controller to lead our team of breakdown controllers. The ideal candidate will be responsible for managing a team that handles inbound breakdown and repair calls/emails, dealing with emergency breakdowns, organising repairs, and ensuring efficient and effective resolution of all breakdown incidents. This role requires strong managerial skills, a deep understanding of repair processes, and the ability to maintain high standards of customer service.

Reporting to: Technical & Breakdown Manager

Liaising with: Operations team, Head Office staff, Customers, External Engineers & Suppliers, LOLER and Maintenance manager.

Responsibilities

• Lead a team of breakdown controllers while maintaining current workload
• Handle inbound breakdown and repair calls/emails, coordinating immediate responses to emergency breakdowns.
• Arrange and oversee necessary repairs, raising and approving Purchase Orders (POs) for invoices related to the work.
• Maintain regular communication with customers, providing updates and ensuring satisfaction.
• Track and chase open breakdowns and repairs, reducing vehicle downtime and driving repair times.
• Determine when repairs should go through warranty or Repair & Maintenance contracts.
• Conduct regular one-on-one meetings (121's) with team members, providing quality checks, feedback, and coaching.
• Ensure adherence to quality standards and continuous improvement of team performance.
• Any other ad-hoc duties.

Requirements

• Proven experience in breakdown and repair management.
• Strong leadership and managerial skills with the ability to coach and develop a team.
• Excellent organisational and communication skills.
• Knowledge of warranty and Repair & Maintenance contract processes.
• Ability to handle high-pressure situations and make quick decisions.

The Company reserves the right to amend your job description in line with the changing demands of the business.

Candidates must be eligible to live and work in the UK.

Benefits

• 25 days holiday plus bank holidays per year
• Birthday off
• Life Insurance (2.5x annual salary)
• Company Referral Scheme (up to £1000 awarded)
• Company Cycle to Work Scheme – we buy the bike and you pay us back saving your NI
• Long Service Award – gifts, hampers, vouchers and more for long service
• Enhanced Company Pension Scheme (up to 5%, and via salary sacrifice where applicable)
• Medicash is our Healthcare Cash Plan (including access to virtual GP, and discounted prices at selected retailers and gyms)
• Learning & Development culture (professional qualifications, access to apprenticeships and more)