Downtime Controller - UK

This position is responsible for handling inbound calls and emails, resolving customer queries related to vehicle breakdowns, tyre replacements, and proactively managing service or repair requests to completion 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.

Who we are:

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.

Our culture:

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:

• 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.

What’s next:

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. Resumes may be sent and interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application 'close' date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.