At a Glance
- Tasks: Be the go-to person for customer queries and coordinate service activities.
- Company: Join Dawsongroup TCS, a leader in temperature-controlled solutions.
- Benefits: Enjoy competitive leave, funded training, and wellbeing support.
- Other info: Great opportunities for growth and development within a supportive team.
- Why this job: Make a real difference in customer satisfaction and service efficiency.
- Qualifications: Experience in customer service or coordination with strong communication skills.
The predicted salary is between 22050 - 26950 £ per year.
About This Role
Are you a Customer Service Controller, Service Controller or experienced Service Coordinator looking for a role where great customer service and practical problem solving genuinely matter?
As our Customer Service Controller at Dawsongroup TCS in Sutton in Ashfield, you will be the first point of contact for customers with assets on rent, coordinating service activity across your designated area and keeping customers informed from first call through to resolution.
- Manage incoming customer calls and emails, accurately recording asset information, contact details and service requirements.
- Coordinate breakdowns with mobile engineers, keeping customers updated on ETAs, RAMS and progress while ensuring information is correctly recorded.
- Help manage servicing schedules, overdue services, stock checks and engineer administration to reduce unnecessary visits and support first time fixes.
- Work closely with engineers and support colleagues, using AS400, Mdrive, monitoring systems and historical information to understand issues and agree the best course of action.
- Provide weekend breakdown cover from home on a rota basis, including Christmas coverage, and support emergency situations when required.
About You
You will bring previous experience from a similar customer service, service control or coordination role, along with the confidence to communicate with customers and colleagues when priorities change.
You do not need to have followed one particular career path, what matters is your ability to organise information, communicate clearly and keep customer satisfaction at the centre of your decisions.
- Previous experience in a similar service control, customer service or coordination environment.
- Strong communication and organisational skills, with the ability to follow written and verbal instructions.
- Good computer skills and confidence working with systems to accurately record and retrieve information.
- A proactive approach to identifying potential problems, escalating concerns and suggesting appropriate actions.
- A collaborative approach, working with engineers, customers, colleagues and other Dawsongroup businesses to get the right result.
About Us
Dawsongroup TCS provides temperature controlled solutions backed by a wider business with over 50 years of experience in asset rental.
We focus on providing customers with reliable assets and strong service, while creating safe, fulfilling and rewarding careers where our people can grow.
- 2x Life assurance scheme.
- Funded training and internal progression pathways, nationally and worldwide.
- 24 days standard leave allowance + Birthday + plus Bank Holidays + up to 10 days extra (time served and purchase scheme).
- Wellbeing and mental health support.
- Cycle to work schemes, seasonal gifts and long term incentives.
Dawsongroup is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
About Your Future
This Customer Service Controller role gives you the opportunity to build your knowledge of customer service, engineering coordination and temperature controlled assets while working alongside experienced colleagues.
With funded development and progression pathways available across Dawsongroup, you will have the opportunity to develop your skills and explore where they could take you next.
- Build your knowledge of service operations, asset management and customer support.
- Learn from engineers and support colleagues while developing your understanding of technical issues and service solutions.
- Access funded training to support your continued professional development.
- Explore internal progression opportunities across Dawsongroup in the UK and internationally.
- Play a direct role in improving customer satisfaction and helping the team work towards fewer breakdowns and more effective first time fixes.
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Customer Service Controller employer: Dawsongroup
Dawsongroup is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where your contributions directly impact the success of the team. Located in a dynamic sector, we provide comprehensive benefits including generous leave, training opportunities, and life assurance, ensuring our employees feel valued and empowered to excel in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Controller
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dawsongroup. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dawsongroup before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Controller
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dawsongroup:Your cover letter is your chance to shine! Tell us why you want to work at Dawsongroup specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dawsongroup!
How to prepare for a job interview at Dawsongroup
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
