Customer Service Advisor

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.

• →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.

• 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 escalate 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.