Downtime Controller

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.,

• 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 ensuring that these are managed with 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
  
  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.