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About the role

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Why Novuna

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Downtime Controller

  • Hybrid
  • Trowbridge
  • Customer Service & Operations
  • Full Time
  • Closing on: Oct 16 2026
  • 27,000
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Are you an experienced Service Advisor, Workshop Controller or automotive professional looking for your next move? Do you thrive in a fast-paced environment, juggling multiple priorities while keeping everything on track? Could you use your automotive knowledge, organisational skills and attention to detail to help keep some of the UK's largest vehicle fleets moving?

If your answer is 'yes' then keep reading.  

This is a 12-month Fixed Term Contract.

Who we are.

At Novuna Vehicle Solutions, we're in an exciting phase of growth. As one of the UK's largest leasing companies, we support customers with the vehicles, funding, infrastructure and fleet management expertise they need to keep moving. We work across a diverse portfolio, from company car and salary sacrifice schemes through to complex, multi-asset fleets across cars, vans, HGVs and specialist assets. We also support personal leasing and SME customers through our established broker and dealer channels. With a 4.9 Trustpilot score and Distinction accreditation from The Institute of Customer Service, our Customer First culture is at the heart of how we help customers take control of today's fleet challenges while preparing for the future.

What you'll do.

You'll join our team of Downtime Controllers in a busy, fast-paced role focused on one thing: keeping our customers' vehicles on the road. From the moment a vehicle enters a garage for maintenance or repair, you'll manage its progress, chase updates, overcome delays and keep the customer informed. With multiple vehicles requiring your attention at any one time, you'll need to stay organised, think on your feet and keep things moving.

Attendance of our Trowbridge office is 50%, though this may vary during your initial training period.

You'll also:

  • Handle incoming customer calls and answer general enquiries regarding vehicle downtime 
  • Deal with customer or service provider queries, progressing and resolving events/complaints 
  • Action assigned jobs and make outbound calls to garages to chase progress
  • Frequently update customers with the progress of their repairs in a polite, friendly and concise manner 

What you'll bring.

You'll be confident communicating with garages, asking the right questions and challenging timescales where needed to keep work progressing. Proactive and highly organised, you'll be comfortable managing multiple priorities in a fast-paced environment while always focusing on the best outcome for the customer.

You'll be a great fit if you:

  • Are a confident communicator, comfortable speaking with customers, garages and other stakeholders throughout the day
  • Are proactive and tenacious, asking the right questions, chasing progress and seeing tasks through to completion
  • Have great attention to detail, ensuring information is accurate while juggling multiple cases and priorities
  • Are comfortable in a busy, telephone-based role, handling a variety of conversations and queries throughout the day

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes:

  • An excellent bonus scheme
  • Hybrid working
  • 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
  • Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being Yourself.

At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.

 

#LI-Hybrid

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What makes working here different?

At Novuna, you’ll find a supportive, inclusive culture where people are encouraged to be themselves and do their best work. We offer real opportunities to learn and grow, the freedom to make a difference, and the time and trust you need to shine — all while being part of a business that genuinely cares about its people and its impact.

But don't just take our word for it. Hear from our colleagues on why they love working at Novuna.

Ready to apply?

Step 1:

Apply for the role via careers.novuna.co.uk

Step 2:

If you match the role criteria we'll contact you for a telephone interview.

Step 3:

We’ll carry out a face to face or online interview (and we may request a second interview if the role you're applying for is a more specialist role).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out our FAQs for more information about interviewing at Novuna

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