Roadside Customer Service - FTC

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Location
:
Warwick, Hybrid working: 4 days in the office and 1 day a week working from home

Salary:Up to £28,038 basic, depending on experience.

12% shift allowance:
Maximum up to £31,402 depending on basic.

4-week shift rotation, published a year in advance. All shifts are 8 hours with a 30-minute break. Depending on the rotation, hours may be slightly more or less in a given week, but average 37.5 hours per week.

During each 4-week cycle
, you will work:

• A variety of shifts starting mainly at 08:00, 8:30,11:30, and 12:00

At Volvo Trucks, we do more than build trucks. We keep the world moving. From delivering essential goods to connecting communities, our vehicles, technology and people make a real difference every day.

At Volvo Action Service (VAS), we ensure that Volvo Group customers receive prompt, reliable support whenever their vehicles face issues. Exceptional customer service drives everything we do and we take a proactive approach to getting vehicles back on the road quickly and smoothly.

As Roadside Customer Service
, you will be at the heart of our customer support network. Whether a vehicle is in the UK or beyond, you will take ownership of breakdowns and repairs, giving customers peace of mind and ensuring every situation is handled efficiently and professionally.

• Pension scheme: We offer a matched pension scheme of up to 7% of your salary, with incremental benefits based on length of service, including death in service cover.
• Healthcare:Benefit from access to Bupa Cover and Dental insurance.
• Employee Assistance Programme:Take advantage of wellness, mindfulness and counselling services to support your overall well-being.
• Teleworking from abroad for up to 1 week a year
• Holiday Allowance: 33 days annual leave (increasing with length of service), plus the option to buy up to 5 additional days. Bank holidays are included within this allowance.
• Maternity and Paternity leave
  :
  Maternity leave (6 months full pay, 6 months half pay) and 5 weeks of paternity leave, with 3 weeks flexible to take at any point.
• Discounts on various purchases:Enjoy savings on shopping vouchers, cinema tickets, holidays and travel.
• Puts the customer first, always striving to deliver the best possible service and solution
• Take ownership of breakdown cases across the UK, seeing each through to resolution
• Take calls from customers, dealerships and colleagues, ensuring clear, timely communication and updates throughout
• Collaborate with the dealer network and colleagues across the UK to ensure seamless service
• Apply creative problem-solving to unexpected challenges to achieve the best outcome
• Use Volvo systems, including Microsoft Dynamics and One Case
  , to track, manage and resolve cases efficiently

You will report directly to the Customer Support Manager and work closely with a large team of UK and European Operations Coordinators who can provide guidance and advice. Full training is provided on all Volvo systems and ways of working.

A customer-focused and confident professional who thrives in a fast-paced, problem-solving environment.

• Able to communicate clearly with a wide range of people, from drivers and fleet managers to business owners
• Comfortable working on the phones and managing cases directly with customers
• Experience in retail or customer service-facing roles, solving issues efficiently and effectively
• You may have experience with CRM systems or case management systems (advantageous)
• Open to shift work, supporting our 24/7 service to keep customers moving at all times
• Strong written and verbal communication skills
• Adaptable and proactive, finding solutions even in unexpected situations
• Supports colleagues and works well within a team

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