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| The website for resettlement training and retraining courses. Also recruitment / job opportunities for all ex armed armed forces military personnel from the Royal Navy, Royal Marines, The Army and RAF. | |||||||
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Anyone who has ever broken down knows that an approaching breakdown patrol is about the most welcome sight on the road. However, breakdown services – or rescue and recovery services, to give them their more accurate title – are big business. Everyone has heard of: Some other familiar names include: All are fiercely competitive and proud of their service, each claiming to offer a better deal than the next. The AA’s patrols respond to over 3.5 million call-outs a year (one every nine seconds) from its 15 million members, while 7 million RAC members call out in excess of 1,750 patrols 2.7 million times a year. Breakdown service staff respond to calls in all sorts of places and at all times, being particularly busy on Monday mornings in winter and Friday evenings in summer. All provide cover either directly from their own fleets, or through partnership arrangements or affinity organisations, and the aim is to reach a motorist in well under an hour of being called out, usually averaging closer to 40 minutes. Considering that every six seconds someone is killed or maimed on the world’s roads, that one in every 80 deaths in Europe is the result of a road accident and that 10 people are killed on Britain’s roads each day, there is certainly a requirement for safe and efficient breakdown services. In addition to roadside repair and recovery, the bigger firms run other services, which include: To support these services staff in the following areas are required: Call centre staff: Patrols often need to liaise with emergency services and deal with hazardous loads. Safety is paramount, and both patrol officers and call centre staff must be good with people. In roadside repair and recovery, patrol officers are often first on the scene, dealing with frightened or angry customers. They also need to consider traffic, weather and the location before the vehicle is even assessed – but, above all, the officer must ensure customer safety. Motorway hard shoulder call-outs can be particularly hazardous. Breakdown services in the Forces In addition, many Service leavers hold driving qualifications that can be welcomed by breakdown services employers. These include LGVs, ordinary wheeled vehicles, motorcycles, and the whole range of tracked, articulated or passenger licences. Qualifications and training
As an example of the skill levels called for, AA patrols require City & Guilds parts 1 and 2 in motor-vehicle-craft studies or an equivalent NVQ level 3, customer service skills, a courteous, professional approach and an in-depth, practical knowledge of the mechanical and electrical workings of a wide range of motor vehicles. This will usually come from at least three years in motor vehicle repair or five years in engineering. However, given the range of services provided by breakdown organisations, there are many other opportunities. From mobile windscreen technicians to flat bed recovery drivers (HGV class 1 or 2 licence and customer service skills required), there are jobs that involve travelling to distressed motorists. There are also positions as deployment specialists, using modern equipment to provide help who have broken down, and deploying a variety of resources to deal with customers in the shortest time possible. Customer service specialists deal directly with stranded motorists, who may be upset, stressed or worried. A helpful, warm approach will put them at ease, while experience within a customer service or call centre environment, keyboard and map-reading skills are valued. There are also roles in shops and telesales, which require an ability to identify customer needs and provide the right solutions. The Institute of the Motor Industry (IMI) has taken over from Automotive Skills as the sector skills council for the retail motor sector, and is reviewing all the national occupational standards for the industry. Current NVQs. developed specifically for breakdown services are: • Level 2 • Level 3 These qualifications are offered through awarding bodies like the Institute of the Motor Industry (IMI), City & Guilds, the Chartered Management Institute, Edexcel and the Scottish Qualifications Authority. Qualifications, experience and training entitle people to membership of institutions within the industry. They also add weight and a recognisable measure of competence to a CV. Institutes and associations regulate themselves and pursue high standards in an industry that takes its business very seriously. The IMI, for example, is a professional body for individuals (25,000 at the last count), not companies, within the motor industry. It offers its own courses and qualifications at levels 1 to 4, just like any other awarding body. Major breakdown services organisations run continuation training and offer further qualifications as an ongoing element of employment and promotion within their organisations. NVQ qualifications consist of modules, and Service leavers may already have some that are relevant through military training or personal development. Examples of modules offered are:
Employment Experience and qualifications will determine the length of training required before starting a career in breakdown services. Many qualified people find the shift patterns and working environment unattractive and there is currently a massive shortage of patrol officers. This provides a good opportunity for the motivated Service leaver to move into this rewarding and satisfactory career area. Many Service people enjoy the fact that they provide a service to the community, and becoming a roadside patrol officer is certainly a way of continuing this. Some companies, such as Green Flag, offer franchises in mobile vehicle inspection and diagnostics. This covers pre-purchase or sale checks, servicing, emissions testing and engine tuning. It requires a serious financial commitment by the franchisee but can be a lucrative form of self-employment, with support, training and guidance from the parent company. The range of jobs within this sector of the employment market is wide and the industry is expanding due to the increasing numbers of vehicles on the roads. There are opportunities for technical, administrative and managerial staff as well as health and safety advisers. There is also the chance of employment within one of the linked sectors like insurance, driving instruction and windscreen fitting. Salaries
Institute for Vehicle Recovery, Bignell House, Horton Road, West Drayton, Middlesex UB7 8EJ Tel: 01895 436426 Website: www.theivr.com Institute of Customer Service, 2 Castle Court, St Peter’s Street, Colchester, Essex CO1 1EW Tel: 01206 571716 Website: www.instituteofcustomerservice.com Road Rescue Recovery Association, Hubberts Bridge Road, Kirton Holme, Boston, Lincolnshire PE20 1TW Tel: 01205 290621/2 Website: www.rrra.co.uk   |
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