Parts Help Desk Advisor

Parts Advisor – Central Support

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

As a Parts Advisor within our Central Support team , you’ll play an important role in supporting our garages and helping us improve the way we operate across our network.

The role directly supports our E2E programme and our strategic priority of transforming garage services profitability by helping inform our new garage operating model. By managing complex garage processes centrally, you’ll help improve stock file accuracy, reduce Orders & Returns mismatches and ultimately contribute to improved profitability.

You’ll be a key point of support for our garages, helping to manage day-to-day queries, process requirements accurately and identify opportunities to improve our processes.

Key responsibilities

• Manage incoming contact from garages within the Central Support Team scope, providing effective support while identifying trends and recurring issues.
• Administer and approve ad-hoc orders and requirements raised by garages, including validating all ad-hoc Tier 3 oil orders to ensure cost price accuracy and alignment with our purchasing strategy.
• Manage orders in transit that are over one week old, following the approved process.
• Accurately understand and process all PACE write-on requests in line with the approved process.
• Use exception reporting to manage cancellations and help reduce returns.
• Work collaboratively with the Fleet team to manage exceptions and improve invoice match rates.
• Partner with Central Support Team SMEs to identify and track root cause themes and provide appropriate solutions.
• Share best practice and ensure compliance with all approved processes.

About you

• We’re looking for someone with a positive, can-do attitude who is comfortable taking ownership and making things happen.
• You’ll be a self-starter who can work independently and use your own initiative, while also being confident working collaboratively with colleagues across the business.
• You’ll be customer-focused, with the ability to understand customer needs, identify issues and implement effective solutions. Strong communication skills are important, as you’ll work closely with Central Support Team SMEs, garage colleagues and field teams.
• You’ll also be comfortable using Microsoft applications, particularly Excel and PowerPoint , and have a good eye for detail when working with processes, orders and data.

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.
• Hybrid working in our Support Centre, with 3 days based at our Support Centre and an optional 2 days working from home.
• 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.

This role operates a hybrid working policy with 3 days on site at our Support Centre in Redditch.