HCV Support Agent (Heavy Commercial Vehicles)

Job Purpose

The HCV Support Agent is responsible for providing real-time emergency assistance coordination for heavy commercial vehicles such as trucks, buses, and fleet vehicles. The role involves handling incoming distress calls, logging cases accurately, dispatching service providers, and ensuring timely resolution of breakdowns or incidents.

This position operates in a high-pressure, fast-paced call centre environment, where accuracy, urgency, and customer service are critical.

Key Responsibilities:

• Receive and manage incoming emergency breakdown calls from drivers and fleet clients.
• Accurately capture and log all incident details (location, vehicle type, issue, urgency).
• Coordinate and dispatch towing services, mechanics, and roadside assistance providers.
• Monitor case progress until full resolution and update all systems accordingly.
• Communicate clearly and professionally with distressed or frustrated drivers.
• Ensure compliance with service level agreements (SLAs) and response times.
• Liaise with internal teams and external service providers for efficient resolution.
• Maintain accurate records and case documentation for audit and reporting purposes.
• Handle multiple emergency cases simultaneously while prioritising urgency and risk.

Key Competencies:

• Ability to work under pressure and manage multiple cases
• Strong attention to detail and accuracy
• Excellent problem-solving and decision-making skills
• Strong customer service orientation
• Emotional resilience when dealing with distressed clients
• Time management and prioritisation skills
• Team collaboration and communication