Customer Service Advisor

Apply now Job no: 565037
Work type: Full time
Site: Stafford
Categories: Customer Support, Central Support
Location: Staffordshire
Salary: £24,444.00

About the role

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

Monday - Friday 6am - 2:30pm. 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, constantly changing environment, maintaining focus and delivering consistent results.

Able to interpret and identify key information and escalat e 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.

Benefits

Base salary £24,444 per annum (£12.21 per hour). Eligibility for a yearly attendance allowance of £1,200 per year, pension, and 20 days annual leave.

Commitment and dedication to your ongoing personal and professional development. We help you own and grow your potential so you can be at your best in your current role and to support your future career aspirations.

Access to 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.

Equal Opportunity

We are an equal opportunities employer and proud to welcome applications from all backgrounds. We are committed to creating an inclusive workplace for our colleagues.