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- Tasks: Handle customer queries about vehicle breakdowns and service requests via calls and emails.
- Company: Join a leading financial services company in fleet management with a global presence.
- Benefits: Enjoy hybrid work, wellness days, gym subsidies, and ongoing training opportunities.
- Why this job: Be part of a fun, supportive team that values your contributions and promotes career growth.
- Qualifications: Proficient in MS Office, strong communication skills, and problem-solving abilities required.
- Other info: We are an equal opportunity employer, welcoming diverse applicants.
The predicted salary is between 24000 - 36000 £ per year.
This position is responsible for handling inbound calls and emails, resolving customer queries related to vehicle breakdowns, tyre replacements, and service or repair requests while ensuring customers are kept informed throughout. It also involves working with the Team Leader to meet service level agreements, support smooth daily operations and achieve individual performance goals.
As a Downtime Controller you will:
- Build strong relationships with customers to instil confidence and retain business, collaborate effectively within and across teams by recognising internal stakeholders, and maintain regular communication with other business areas to align on objectives and outcomes.
- Provide direct support to drivers and key contracts by handling breakdowns, tyre fitments, service bookings, damage authorisations, and general queries, while ensuring timely response and prioritising workload to meet deadlines and service levels.
- Actively work with external suppliers to effectively manage the downtime process and ensure that these are managed within expected timeframes, and in accordance with legislative requirements.
- Contribute to continuous improvement by identifying process enhancements, assisting with customer reporting and complaint handling, and collaborating with the team leader and stakeholders to implement changes.
- Maintain key business systems such as Miles and Epyx 1Link while developing a solid understanding of the industry and marketplace.
A bit about you:
- Proficient with MS Office suite of applications particularly in Excel.
- Effective communicator both verbally and in writing, demonstrating good listening and probing skills.
- Has strong technical/numerical skills, shares knowledge and is thorough and accurate.
- Maintains strong relationships and demonstrates discretion and tact in dealing with others.
- Can resolve problems through to resolution for customers in a timely, effective manner.
- Consistently takes responsibility for high quality, high output work, showing innovative, forward thinking and strong attention to detail.
- Strong organisational and prioritisation skills - meets specified deadlines and reports regularly on progress.
We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence in the UK, Australia and NZ. With 3 major brands, a total portfolio under management of $2.5 Billion and over 1200 employees, we work at the forefront of the fleet management and leasing industry. We believe that our people are the most important contributor to our continued success and are instrumental in making us a great place to work.
At SG Fleet we look for people who embody our values, allowing us to provide an unparalleled customer experience. You will have the opportunity to thrive in a positive and fun atmosphere where everyone is valued and recognised for their efforts, whilst being a part of an amazing team.
Some of our perks include:
- We are a fun, friendly team where you’re not just a number.
- Hybrid work from home, work from office.
- 3 “Wellness” days per annum (yes, in addition to your annual leave!).
- Ongoing training and development within your role.
- Additional parental leave benefits for both primary and secondary carers.
- Gym and Education subsidies.
- Long Service Leave and additional Sick Leave benefits.
We'd love to hear from you if you’re ready to take on your next challenge at a company that embodies diversity and belonging while also offering work-life balance and career development. We are a proud equal opportunity employer, and welcome everyone to our team.
Downtime Controller employer: SG Fleet AU
Contact Detail:
SG Fleet AU Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Downtime Controller
✨Tip Number 1
Familiarise yourself with the fleet management and vehicle leasing industry. Understanding the key players, trends, and challenges will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since the role involves handling customer queries and collaborating with various teams, being able to articulate your thoughts clearly and effectively will set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. This will highlight your capability to handle breakdowns and service requests efficiently, which is crucial for a Downtime Controller.
✨Tip Number 4
Network with current or former employees of SG Fleet or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out during the selection process.
We think you need these skills to ace Downtime Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in handling queries related to vehicle breakdowns and repairs. Use specific examples that demonstrate your problem-solving skills and ability to maintain strong relationships with customers.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Downtime Controller role and how your skills align with the job requirements. Mention your proficiency with MS Office, especially Excel, and your effective communication skills, both verbal and written.
Showcase Your Organisational Skills: Highlight your strong organisational and prioritisation skills in your application. Provide examples of how you have successfully managed workloads and met deadlines in previous roles, as this is crucial for the position.
Research the Company Culture: Familiarise yourself with SG Fleet's values and culture. In your application, mention how you embody these values and how you can contribute to a positive team atmosphere, which is important for their customer service approach.
How to prepare for a job interview at SG Fleet AU
✨Showcase Your Communication Skills
As a Downtime Controller, effective communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. You might be asked to role-play a customer interaction, so practice how you would handle queries related to vehicle breakdowns or service requests.
✨Highlight Your Problem-Solving Abilities
This role requires resolving customer issues promptly. Think of examples from your past experiences where you successfully solved problems for customers. Be ready to discuss these scenarios in detail, focusing on your thought process and the outcome.
✨Demonstrate Technical Proficiency
Familiarity with MS Office, especially Excel, is crucial. Brush up on your Excel skills and be prepared to discuss how you've used technology in previous roles to manage data or improve processes. You may even be asked to complete a practical task during the interview.
✨Emphasise Team Collaboration
The job involves working closely with team leaders and other departments. Prepare to talk about your experience in collaborative environments. Share specific examples of how you’ve worked with others to achieve common goals, and how you maintain strong relationships with colleagues.
