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Full-time Breakdown Controller

3 months ago

Tipton, Sandwell, United Kingdom Rs Recovery Ltd Full time

BREAKDOWN CONTROLLER - Full time | Days

RS Recovery Ltd are recruiting a full-time Breakdown Controller to join our team, with the potential to progress further within the business.

  • RS Recovery Ltd offer nationwide vehicle assistance, with a fleet consisting of recovery and specialist vehicles and commercial service vans. Our recovery operatives are equipped to repair vehicles at roadside or recover to customers destination of their choice. We offer our services nationwide using a large network of repair and recovery agents. Our customer base ranges from small family run businesses to prestige and multinational organisations._
We would like to hear from you if you can demonstrate the following:

  • Able to deliver excellent customer service skills in a highly pressurised working environment
  • Have experience of high volume call handling
  • Managing customer expectations and planning workloads for recovery drivers and technicians
  • Experience of working in a fast paced environment
  • Knowledge of commercial vehicle industry or transferable skills

Duties Include:

  • Handling inbound and outbound calls and acting as a first and key point of contact for a wide variety of customers, dealing with their requests and queries in a timely manner
  • Actively promoting services to existing and prospective customers
  • Continuously managing customers' expectations throughout the breakdown from initial call to completion
  • Assist in swift decision making to ensure safety and customer satisfaction, adhering to customer's SLA's
  • Communicating professionally and effectively with customers, subcontractors, and our members of staff ensuring accurate and comprehensive details are conveyed
  • Operating complex computer systems such as APEX RMS and Webfleet
  • Organise and plan attendance of technicians, recovery drivers and subcontractors to conduct repairs/recoveries within agreed time frames
  • Liaising and working with customers, subcontractors and our staff to create positive resolutions to any issues that may arise, within a timely manner
  • Managing key accounts and adhering to specific customer requests and procedures
  • Ensuring all completed breakdowns are noted and recorded correctly for the purpose of invoicing and compliance

Key Skills
-
Previous experience in a similar role / industry experience is desired:


  • Excellent communication skills and professional phone handling skills - _You will be dealing with a diverse range of customers in a variety of situations and will need to adapt communications accordingly_
-
Ability to thrive under pressure - _This is a fast-paced environment that requires attention to detail and quick decision making_
-
Have good geographical knowledge - _We are a nationally operating business, which requires a good general knowledge of post codes, motorways and regions_
-
Punctuality - _Due to this being a 24hr site, punctuality for handover & operation purposes is paramount_
-
Multitasking and time-management - _You_ w_ill be required to assist with a variety of tasks and manage time efficiently to adhere to service agreements and account procedures_
-
Working as part of a team:

  • _Ability to communicate effectively and concisely within the team, other departments and with customers to obtain a positive outcome_
-
Flexibility is key _- _Within this industry, anything can change at short notice, the willingness to be understanding and adapt to change is imperative
-
Confidence / working knowledge of using computer systems such as Apex RMS, Webfleet and Microsoft Outlook:


  • Exceptional communication skills both written and verbally

Hours of work:

We are recruiting for
full-time, day shifts

  • We have grown from a small business to one of the leading Breakdown organisations in the UK and are delighted to be expanding our team._
  • We are looking for people who are committed long term and wish to grow within the Company._

Salary:
£10.00-£12.00 per hour

Benefits:

  • Casual dress
  • Free parking
  • Onsite parking

Schedule:

  • Day shift
  • Weekend availability

Ability to commute/relocate:

  • Tipton, DY4 8XP: reliably commute or plan to relocate before starting work (required)

Experience:

  • Call handling: 1 year (preferred)

Shift availability:

  • Day shift
(required)

Work Location:
One location

Reference ID:
BCFEB2023