Downtime Controller

1 week ago

Trowbridge, United Kingdom Novuna Full time

Are you passionate about customer service? Are you well organised with great attention to detail? Fancy helping us keep some of the UK's biggest vehicle fleets safely on the road?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a **Top 50 Inclusive employer**, and we're number 15 in **Glassdoor's Top 50 Employer** list.

What does the role involve?

You will be involved in supporting our biggest customers in keeping their vehicles on the road. When vehicles go in for maintenance or repair, you'll be monitoring progress and chasing garages to ensure the downtime is kept to a minimum and liaising with the customer throughout.

Our office is based in Trowbridge but we're passionate about hybrid working,** **attendance of the Trowbridge office is a minimum of 2 days per week. For the first 4 weeks you would be expected in the office full time to ensure for robust training and to allow you to get to grips with the ethos of Novuna and how we work.

**Some of your key duties will include**:

- Handle incoming customer calls and answering general enquiries regarding downtime control matters
- Dealing with customer or service provider queries, progressing and resolving events/complaints
- Ensuring mínimal 'downtime' of fleet vehicles by actioning assigned jobs
- Frequently updating customers with the progress of their repairs in a polite, friendly and concise manner

What are we looking for?

You've previously worked in a job that involves delivering excellent customer service and this comes naturally to you. You always adopt a can-do attitude and are confident in challenging where required to ensure the best possible outcome is received for the customer.

Also, we're looking for the following:

- Strong communication skills, both written and verbal
- Committed and relentless to see things through
- Ability to deliver accurate work, with great attention to detail
- Able to work well with ever-changing deadlines and remain calm under pressure

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.

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