Breakdown & Recovery Controller – Day Shift

Walls Truck Services Ltd is looking to recruit an experienced Breakdown & Recovery Controller to join our busy 24-hour Control Centre based in Newport.

We are a well-established vehicle recovery company providing 24/7 breakdown and recovery services for cars, commercial vehicles, HGVs and buses across South Wales and the South West.

This is a demanding, fast-paced role that requires someone who is confident, organised and capable of making decisions under pressure. Our Control Centre manages a high volume of breakdowns and recoveries, often with several jobs requiring attention at the same time.

We are looking for someone with previous experience in a control room, transport, logistics, dispatch or vehicle recovery environment who understands the importance of prioritising jobs, managing resources and keeping customers informed.

This is not an entry-level position. Previous relevant experience is essential, and applicants must be comfortable working in a busy operational environment where quick thinking, good judgement and the ability to work independently are required.

Full training will be provided on our internal systems and procedures, but applicants must already have a good understanding of working in a time-critical operational environment.

Shift Pattern

• 12-hour day shifts, 7:00am – 7:00pm
• 4 days on, followed by 4 days off
• Working weekends and bank holidays as part of the rotating shift pattern
• Flexibility to cover annual leave and sickness when required

Key Responsibilities

• Handling a high volume of incoming and outgoing telephone calls from customers, breakdown providers and recovery operators.
• Coordinating breakdown and recovery jobs across multiple depots.
• Allocating the correct recovery vehicles, technicians and drivers to each job.
• Managing and monitoring jobs from initial instruction through to completion.
• Prioritising urgent roadside incidents, breakdowns and time-critical recoveries.
• Monitoring estimated arrival times and ensuring customers receive accurate updates.
• Supporting drivers and technicians with operational issues and making decisions when problems arise.
• Liaising with customers, emergency services, breakdown organisations and other recovery operators.
• Maintaining accurate job records and updating information on our computer systems.
• Managing changing workloads and responding quickly when operational priorities change.
• Working closely with other controllers and management to ensure the smooth running of daily operations.

Essential Skills & Experience

• Minimum 1 year's experience in a control room, transport, dispatch, logistics or similar operational role.
• Proven ability to manage multiple jobs and priorities simultaneously.
• Confident decision-making skills and the ability to use initiative without constant supervision.
• Excellent communication and telephone manner.
• Strong computer skills and the ability to work across multiple systems.
• Ability to remain calm, professional and organised in high-pressure situations.
• Good geographical knowledge of South Wales and the South West, or strong route-planning skills.
• Basic understanding of cars, commercial vehicles and HGVs.
• Good attention to detail and accurate record-keeping.
• Ability to work independently and as part of a team.
• Full UK driving licence required.

Previous experience in breakdown recovery, vehicle logistics, HGV transport operations or emergency service dispatch would be particularly advantageous.

The Person We're Looking For

We need someone who is proactive, dependable and able to take ownership of their workload.

The right person will be confident speaking to customers and drivers, comfortable dealing with difficult situations and capable of making sensible operational decisions when things don't go to plan.

You must be able to prioritise effectively, work at pace and understand that communication and accurate information are essential in a busy recovery operation.

We are particularly interested in applicants who have worked in a similar operational role and are confident they can adapt quickly to our Control Centre environment.

What We Offer

• Competitive salary, negotiable depending on experience.
• Permanent, full-time employment.
• 4 on / 4 off rotating shift pattern.
• Company pension.
• Free on-site parking.
• Opportunities for overtime.
• Holiday entitlement.
• Training on company systems and recovery procedures.
• A varied role within an established vehicle recovery business.

Experience Required

• Control Room / Dispatch / Transport Operations: Minimum 1 year (essential)
• Computer Literacy: Minimum 1 year (essential)
• Breakdown & Recovery Industry: Preferred

Licence: Full UK Driving Licence (required)
Work Location: In person – Newport, South Wales

How to Apply

If you have relevant operational experience, can work confidently under pressure and are looking for a challenging role within a busy recovery company, we would like to hear from you.

Please apply through Indeed with your CV, clearly outlining your previous control room, dispatch, transport or recovery experience.

Please note that applications without relevant previous experience may not be considered.

Pay: £14.00 per hour

Expected hours: 36.0 – 48.0 per week

Benefits:

• Company pension
• On-site parking

Work Location: In person