About the role
We’re looking for an experienced, motivated, and people-focused Shift Manager to join our Breakdown Support team at our Stafford Support Centre. In this fast-paced, 24/7 environment, you'll lead a team of Breakdown Advisors, ensuring commercial breakdowns are managed efficiently and delivered within agreed SLA timeframes.
As the primary escalation point during your shift, you'll provide leadership, coaching, and support to your team while driving operational performance and delivering exceptional customer service. Working closely with colleagues, suppliers, and internal stakeholders, you'll be responsible for achieving key operational KPIs, developing your team, and fostering a culture of continuous improvement.
This is an exciting opportunity for an experienced leader who thrives in a fast-paced environment and is passionate about developing people, improving performance, and delivering outstanding customer experiences.
Working Pattern: 07:00 – 19:00, 4 on 4 off shift pattern
Location/ Site Address:
ULM Services, Lakhpur Court, Cavendish House, Staffordshire Technology Park, Stafford, ST18 0FX
Key responsibilities
As a Shift Manager, you will:
- Lead, motivate and develop a team of Breakdown Advisors, creating a positive, high-performing culture through regular coaching, feedback, and development.
- Act as the primary escalation point for colleagues during your shift, providing guidance and support to ensure excellent service delivery and operational efficiency.
- Ensure all breakdown calls and jobs are managed within agreed SLA timeframes while maintaining exceptional customer service standards.
- Monitor team performance and drive achievement of key operational KPIs, including efficiency, productivity, utilisation, quality, and customer satisfaction.
- Manage colleague performance through regular one-to-ones, coaching conversations and Personal Development Reviews (PDRs), supporting both individual growth and engagement.
- Plan and manage shift labour effectively to maximise productivity while maintaining appropriate resource levels across the operation.
- Make confident, timely decisions to resolve complex operational issues while maintaining a customer-first approach.
- Build strong working relationships with internal stakeholders, suppliers, and customers, acting as a trusted leader and ambassador for Halfords Commercial Fleet Services.
- Promote compliance with Health & Safety standards, company policies, and operational procedures, ensuring best practice is followed at all times.
- Champion the Halfords Commercial Fleet Services values, encouraging collaboration, accountability, and consistency across the business.
About you
You'll be an experienced operational leader who enjoys developing people and delivering results in a fast-moving environment.
You'll also have:
- Proven experience leading, motivating and developing high-performing teams.
- The ability to remain calm and effective in a fast-paced, high-pressure environment where priorities can change quickly.
- A strong understanding of operational performance management, workforce planning and achieving service level agreements.
- Excellent communication and interpersonal skills, with the ability to build positive relationships at all levels.
- Confidence analysing operational data, identifying trends and making informed decisions to improve performance.
- Strong problem-solving skills, resilience, and the ability to make sound decisions under pressure.
- A good understanding of Health & Safety requirements and operational compliance.
- A genuine passion for colleague engagement, coaching and continuous improvement.
- Commercial awareness with a proactive mindset and a drive to deliver operational excellence.
Reward & benefits
At Halfords, we believe our colleagues are our greatest asset, which is why we offer a range of benefits to support your career and wellbeing, including:
- Salary package of £33,266 per annum (£28,466 basic salary, plus £3,600 shift allowance and up to £1,200 attendance bonus).
- Pension and annual leave entitlement.
- Ongoing personal and professional development, helping you grow your skills and achieve your career aspirations.
- Access to a wide range of colleague discounts across the Halfords family of products and services.
- A strong focus on wellbeing and inclusion, with dedicated wellbeing resources and active Colleague Networks that champion diversity and inclusion across the business.
Our commitment to inclusion
Not sure you meet every requirement?
We'd encourage you to take the wheel and apply anyway. At Halfords, we're committed to creating an inclusive workplace where everyone can thrive. We're proud to be an equal opportunities employer and welcome applications from all backgrounds as we continue building one Halfords Family.
