At a Glance
- Tasks: Manage maintenance and repair activities while delivering top-notch customer service.
- Company: Join a supportive team in a dynamic service environment.
- Benefits: Enjoy 25 days holiday, enhanced pension, and health cash plan.
- Other info: Great opportunities for training and career development await you!
- Why this job: Make a real difference by ensuring customer satisfaction and efficient service delivery.
- Qualifications: Strong communication skills and ability to manage customer enquiries.
The predicted salary is between 30000 - 40000 £ per year.
Reports to: Service Control Supervisor
Direct Reports: None
Location: Elland - Halifax
Purpose of the role: To own and manage all maintenance and repair activities within a geographical area. Provide first class customer service and build relationships with both internal and external customers. Action customer repair, maintenance and breakdown requests in a timely and cost effective manner. Monitor and organise all service inspection contracts. Work within Service Control and liaise effectively with all other departments. Prioritise work effectively ensuring all documentation is accurate. Ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
Responsibilities:
- Take customer calls and log repair notifications.
- Allocate appropriate Mobile Service Engineer response to meet customer requirements.
- Maintain established and new contract plans.
- Ensure that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
- Liaise with Service Control Supervisors, Field Operations Managers and Customer Service Operations Manager regarding any issues that may arise.
- Keep customers updated on the reported job progress, utilising telephone as much as possible.
- Deal with day to day queries from both internal and external customers.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- Ensure maximum utilisation of Mobile Service Engineering resource according to capacity and geographical location.
- Reschedule jobs and resources according to emerging customer needs and resource availability.
- Ensure all service records are received from the appropriate Mobile Service Engineer and are accurate.
- Ensure that all service vehicle parts sales are recorded accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and/or is outstanding.
- Liaise with customers regarding enquiries.
- Provide further assistance to other team members when requested.
- Work with all departments, particularly with projects that are being explored or implemented.
- Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
Key Result Areas:
- KPI's to be monitored
- Up to date and clear administration.
- Safety defects outstanding.
- Overdue services.
- Keep WIP at a manageable level (target to be agreed by Service Control Supervisor).
- Administration of aged jobs and invoice queries.
- Effective time management and allocation of resources.
- Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
- Effectively manage customer enquiries.
- Monitor engineers' documentation.
- Ensure best practices are used when distributing field service engineer's jobs.
Standards of Performance:
- Maintain and develop current processes and procedures in the upkeep of the internal documentation.
- Maintain a high standard of customer service at all times.
- Actively play a part in the planning and coordinating of all service work that is due to be carried out.
- Develop own competence to meet requirements of job.
Why You'll Love Working Here:
- 25 days holiday plus Bank Holidays: this is based on a 5 day working week (pro rata to 20 days plus Bank Holidays for a 4 day working week)
- Enhanced Pension Scheme and DIS Benefit: The company contributes 5% of total salary into our pension scheme, and 3x basic salary Death In Service.
- Employee Assistance Programme: Access a 24-hour helpline for support with life's challenges, including stress & anxiety, bereavement, relationship advice, tenancy & housing concerns, counselling, financial wellbeing, legal information, substance issues, family matters, childcare support, medical information, and consumer issues.
- Health Shield Medical Cash Plan: All employees receive membership to a company-funded medical cash plan. This scheme allows you to claim cash back for medical expenses, including prescriptions, dental, optical, physiotherapy, specialist consultations, X-rays, and MRI scans.
- GP Anytime: Enjoy access to GP services anytime with our online 24/7 appointment service, featuring on-demand appointments, unlimited consultations, no capped appointment times, and convenient prescriptions.
- Training and Development: We offer mandatory equipment training, a Management Development Programme, and opportunities to upskill through apprenticeships.
- Cycle to Work Scheme: Save on commuting costs and stay healthy with our cycle to work scheme.
- Occupational Health Support and Health Surveillance: Ensure your well-being with our comprehensive occupational health support.
- My Benefits Platform: Enjoy discounts from high street retailers, health & wellness services, entertainment & days out, and home & DIY products.
- Independent Free Mortgage Advice: Receive free, independent advice on mortgages to help you make informed decisions.
Regional Service Controller in Elland employer: Terberg DTS (UK) Ltd
Join our dynamic team in Elland, where we prioritise exceptional customer service and foster a collaborative work culture. With generous benefits including 25 days holiday, an enhanced pension scheme, and comprehensive health support, we are committed to your well-being and professional growth. Our focus on training and development ensures that you have the opportunity to advance your skills and career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Service Controller in Elland
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with potential colleagues on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. Think about how your skills match what they need, especially in customer service and maintenance management.
✨Tip Number 3
Show off your problem-solving skills during interviews. Be ready to share examples of how you've handled customer queries or managed resources effectively in the past. They want to see you in action!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Regional Service Controller in Elland
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional Service Controller role. Highlight your experience in managing maintenance and repair activities, as well as your customer service skills. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves liaising with customers and internal teams, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application to reflect how you would interact with our customers and colleagues.
Be Detail-Oriented:Accuracy is key in this position, so make sure your application is free from typos and errors. Double-check all your information, especially if you're mentioning any software systems you've used. We appreciate attention to detail!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Terberg DTS (UK) Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Regional Service Controller. Familiarise yourself with the key tasks like managing maintenance requests and liaising with customers. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role heavily focuses on customer service, prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight how you maintained a high standard of service and built relationships, as this will resonate well with the interviewers.
✨Be Ready to Discuss Time Management
Effective time management is crucial for this position. Think of specific instances where you had to prioritise tasks or manage multiple responsibilities simultaneously. Be prepared to explain your approach to ensuring timely and cost-effective service delivery.
✨Familiarise Yourself with In-House Systems
Understanding the in-house software systems mentioned in the job description can give you an edge. If possible, research similar systems or tools used in service control environments. Showing that you're tech-savvy and willing to learn will impress the interviewers.
