This is a hybrid office based role in Coventry. (3 days office /2 days home working) Weekly hours: 37.5 Shift: Mon - Fri, covering an 8hr shift between 6am-8pm, 30 mins unpaid lunch Duties The main requirements of this role are to ensure that vehicle breakdowns, defects and tyre incidents are managed on a best cost, service level and quality basis. To ensure incidents are in the first instance fully evaluated before the appropriate course of action is applied. Our Breakdown Controllers will work with our main dealer network & independent garages to make sure breakdowns, defects & tyre incidents are fully evaluated before the appropriate course of action is applied. Maintaining a high customer service level & manage costs. As a team of experts in maintenance, we take pride in making the right decisions first time every time. As a Controller you will be authorising and controlling the cost of all relevant work to our customer's vehicles in line with our standards and agreements. Job Purpose Summary You will be working in an office environment where you will provide technical support to customers, both internal and external, over the telephone. Effective communication is key to ensure vehicle issues are resolved allowing our customers to be on the road as much as possible. * Delivery of cost-effective breakdown and tyre solutions to satisfy customer needs within Fraikin maintenance budgets and agreed customer service KPIs. * Adhere to all statutory requirement regarding fire, health, safety and hygiene. * Participate in cross / multi skilled training within your department or other departments as deemed appropriate by your manager. * Carry out any reasonable instruction as directed by a manager [or Director]. * Always deal with all internal and external customers in a professional and courteous manner. * Always maintain a high level of dress and appearance adhering to PPE where the role requires this. * Attend any training sessions as requested and adhere to all company regulations. * From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonably requested by Management. Person Specification * Time served as an LGV technician and or workshop controller with an extensive knowledge of maintenance standards for LGV and HGV vehicles, along with previous experience of breakdown and tyre management. * The Job holder will have previous experience (or similar) within a high-pressure control room environment dealing with emergency and non-emergency vehicle assistance. * Knowledge and understanding of supporting legal and legislation requirements related to the tyre and breakdown incident management regulations e.g. PAS43 * An excellent communicator at all levels. * Preference would be given to candidates with prior exposure to P&L Management. * Team player with excellent work ethic. * Driven to succeed. * Adaptable to change. * Good at problem solving and able to organise workload. *What can you expect from working at Fraikin?* We care about our employee's experiences at work and recognise the positive impact that a great working environment can have on that. This is why we are proud to have won the Great Place To Work award 2 years running. And as part of our ongoing commitment to employee wellbeing we can boast about our great benefits: - 25 days annual leave - Company sick pay - Enhanced Maternity Leave - Health Cash Plan with Health Shield - Perkbox - 5% employer pension contribution - Life Assurance