Halfords

Fleet Support Executive

About us

Halfords is on a journey - building the future of motoring and cycling and looking for people who want to help shape what comes next. We’re a place for co‑creators: people who want to make a real impact, take ownership and be part of something that’s still evolving.

As the UK’s leading retailer of motoring and cycling products, we’re supported by one of the country’s largest independent vehicle servicing, maintenance and repair networks through Halfords Autocentres. This breadth gives us a strong, stable foundation - and the freedom to keep innovating and growing.

That means real variety for our colleagues, along with the opportunity to learn, stretch and develop as the business moves forward. Whatever your role, you’ll be part of a team focused on delivering exceptional service - using your expertise to solve problems, guide customers and help keep the nation moving with confidence.

About the role

Join our Fleet Support team and play a key role in delivering a seamless experience for our fleet customers and operational teams. You'll be the first point of contact for a range of enquiries, concerns and booking requests, taking ownership of issues and working proactively to provide effective solutions that keep customers moving and build long-term confidence in our service.

This is a fast-paced, customer-focused role that requires strong communication, organisation and problem-solving skills. Working closely with customers and colleagues across the business, you'll help drive high service standards, resolve queries and complaints professionally, and contribute to the continuous improvement of our fleet support offering.

Key responsibilities

• Delivering outstanding customer service across multiple channels, responding to customer and business enquiries promptly and professionally.
• Coordinating and managing fleet and warranty bookings, ensuring a smooth journey from initial request through to completion.
• Taking ownership of customer concerns, investigating issues thoroughly and identifying root causes to help drive long-term improvements.
• Handling complaints and escalations with confidence, empathy and professionalism, always striving for the best possible outcome.
• Analysing service and operational data, spotting trends and collaborating with key stakeholders to implement effective solutions.
• Maintaining accurate digital service records and ensuring information is captured and updated correctly.
• Building strong working relationships with Business Development Managers, Autocentre Managers and Regional Managers to support fleet operations.
• Supporting pricing initiatives, helping to implement changes accurately and efficiently across the business.
• Working cross-functionally with teams across the organisation to resolve issues, improve processes and enhance the customer experience.
• Providing general administrative and operational support to ensure the Fleet Support and Customer Service teams run effectively.

About you

• Proven experience in customer service, complaint handling and problem resolution.
• Excellent communication skills, both over the phone and in writing.
• Calm, professional and resilient when handling difficult situations and escalations.
• Able to build effective relationships with colleagues and stakeholders at all levels.
• Comfortable working to targets, SLAs and deadlines in a fast-paced environment.
• Strong attention to detail with the ability to accurately record and manage data.
• A collaborative team player with a proactive, solutions-focused approach.
• Adaptable and open to change, with a continuous improvement mindset.
• Strong Microsoft Office skills, particularly Excel and Outlook.
• Fleet, automotive or mechanical knowledge would be advantageous but is not essential.
• Experience of reporting, data analysis or CRM systems would be beneficial.

Reward & benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family 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.

• We offer hybrid working in our Support Centre, you will be based at our Support Centre 2 days a week with an optional 3 days working from home.

• 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.

At Halfords, we operate a hybrid working policy with 2 days on site at our Support Centre in Redditch.