Breakdown Advisor

Halfords Group; Stafford; On-site; GBP 24,000 - GBP 29,000; Full time

Job summary

A leading automobile services provider is seeking a motivated Breakdown Advisor for its Stafford Support Centre. This role involves managing breakdowns efficiently while providing outstanding customer service. Key responsibilities include handling breakdown calls, working with internal stakeholders, and meeting performance KPIs. The position offers a salary of £24,444 plus a shift allowance, employee discounts, and ongoing professional development opportunities. Candidates should be proactive, resilient, and able to thrive in a fast-paced environment.

Benefits

Shift allowance

Yearly attendance allowance

20 days annual leave

Employee discounts

Wellbeing resources and support

Qualifications

• Passion for achieving high performance and great outcomes for customers.
• Ability to thrive in a fast-paced environment while maintaining focus.
• Logical, customer-first mindset when making decisions.

Responsibilities

• Deliver outstanding customer service to all customers.
• Respond promptly to breakdown calls within SLA timeframes.
• Engage with drivers and suppliers to support timely resolutions.

Skills

Excellent people skills

Strong initiative

Problem-solving

Confident communication

Ability to stay calm under pressure

Job description

Apply now Job no: 563111
Work type: Full time
Site: Stafford
Categories: Customer Support, Central Support
Location: Staffordshire
Salary: £24,444.00 per annum + shift allowance
Business Area: Halfords Support Centre

We’re looking for a motivated and customer‑focused Breakdown Advisor to join our high‑performing team at our Stafford Support Centre. In this fast‑paced, 24/7 environment, you’ll play a vital role in ensuring commercial breakdowns are managed efficiently, professionally, and within established SLA timeframes.

As a key ambassador of the Halfords Commercial Fleet Services (HCFS), you’ll contribute to a customer‑centric, supportive, and teamwork‑driven culture.

You’ll work closely with colleagues, suppliers, and internal stakeholders to deliver seamless service, helping to keep our customers on the road. Your ability to stay calm under pressure, make sound decisions, and prioritise customer needs will be essential to meeting our ambitious KPIs for service quality, accuracy, and efficiency.

This role offers a brilliant opportunity to develop your knowledge of our sector, grow your skills, and contribute directly to the performance and reputation of our 24/7 Commercial Breakdown Support Centre.

Working / shift pattern for this role: Rolling shift 4 on 4 off – day shift 7am to 7pm – includes working weekends and bank holidays. All shifts will be onsite at our Stafford office.

Key responsibilities

• Deliver outstanding customer service to internal and external customers, ensuring a professional, supportive, and solutions‑focused experience at every interaction.
• Respond to breakdown calls promptly and ensure all jobs are managed within established SLA timeframes to maintain operational excellence.
• Use strong initiative and sound decision‑making to resolve issues quickly and effectively, ensuring minimal disruption to customers and operations.
• Engage confidently and professionally with drivers, suppliers, and internal stakeholders to support timely resolutions and strong working relationships.
• Consistently meet and exceed performance KPIs, including job accuracy, efficiency, error reduction, and service quality standards.
• Maintain a performance‑driven mindset, actively participating in training and development to support personal progression.
• Support your Team Leader with operational priorities, contributing to productivity, workflow management, and overall service delivery improvements.
• Act as an ambassador for our values, promoting a positive culture and helping to unify ways of working across Commercial Fleet Services.

About you

• Confident communicator with excellent people skills and a genuine passion for achieving high performance and great outcomes for customers.
• Thrive in a fast‑paced, and constantly changing environment, maintaining focus and delivering consistent results.
• Able to interpret and identify key information and elevate critical issues promptly when needed.
• Use a logical, customer‑first mindset when making decisions, always striving for the best possible resolution.
• Proactive, resilient, and commercially aware.
• Base salary £24,444.00 per annum (£12.21 per hour), £300 per month shift allowance, eligibility for a yearly attendance allowance (eligible for £1200 per year), pension and 20 days annual leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.