At a Glance
- Tasks: Support service controllers by managing customer calls and coordinating maintenance activities.
- Company: Join a dynamic team in a leading service organisation.
- Benefits: Enjoy 25 days holiday, enhanced pension, and health cash plan.
- Other info: Opportunities for training, development, and career growth.
- Why this job: Make a real difference by providing top-notch customer service and support.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Reports to: Service Control Supervisor
Location: Elland - Halifax
Purpose of the role: The purpose of the role is to support the Regional Service Controllers and Breakdown Controllers in ensuring all maintenance and repair activities are managed proactively. This includes taking inbound calls from our customers for Service Control, supporting with outbound calls to customers and mobile service engineers, ensuring systems are updated accurately and in a timely manner, supporting with parts ordering and distribution of parts, and general administration support.
Responsibilities:
- To provide first class customer service and build relationships with both internal and external customers.
- To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
- To monitor and organise all service inspection contracts.
- To work within Service Control and to liaise effectively with all other departments.
- To prioritise work effectively ensuring all documentation is accurate.
- To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
- To take customer calls and log repair notifications.
- To allocate appropriate Mobile Service Engineer response to meet customer requirements.
- Maintaining established and new contract plans.
- Ensuring that all scheduled maintenance contracts are managed in a timely and cost-efficient manner.
- Liaise with Regional Service Controllers and Breakdown Controllers regarding any issues that may arise.
- Keep customers updated on the reported job progress.
- Deal with day-to-day queries from both internal and external customers.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- Work with the Regional Service Controllers and Breakdown Controllers to ensure maximum utilisation of Mobile Service Engineering resource according to capacity and geographical location.
- To 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.
- To 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.
- To effectively liaise with customers regarding enquiries.
- To provide further assistance to other team members when requested.
- Undertake any other duties consistent with the purpose of this job.
Key Result Areas:
- Call handling efficiencies.
- Up to date and clear administration.
- To assist with and keep WIP at a manageable level.
- To assist with administration of aged jobs and invoice queries.
- Effective time management and allocation of resources.
- Support the Regional Controller with the effective and efficient planning of Mobile Service Engineers (including 3rd party Engineers) working hours.
- Effectively manage customer enquiries.
- Monitoring engineers’ documentation.
Standards of Performance:
- To maintain and develop current processes and procedures in the upkeep of the internal documentation.
- To maintain a high standard of customer service at all times.
- To actively support the Regional Service Controllers and Breakdown Controllers and 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.
- GP Anytime: Enjoy access to GP services anytime with our online 24/7 appointment service.
- 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 Co-ordinator employer: Terberg DTS (UK) Ltd
At Terberg DTS, we pride ourselves on being an exceptional employer, offering our Mobile Service Engineers in Doncaster a dynamic work environment that fosters professional growth and development. Our commitment to employee well-being is reflected in our comprehensive benefits package, supportive work culture, and opportunities for skill enhancement through ongoing training. Join us to be part of a team that values excellence, safety, and innovation in the field of service engineering.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Service Co-ordinator
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling customer calls, make sure you can communicate clearly and confidently. Role-play with a friend or use our resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Regional Service Co-ordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional Service Co-ordinator role. Highlight your relevant experience in customer service and administration, as well as any specific skills that match the job description.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, emphasise your communication skills. Share examples of how you've effectively handled customer queries or managed relationships in previous roles.
Be Detail-Oriented:Attention to detail is key in this position. When filling out your application, ensure all information is accurate and clearly presented. This will demonstrate your ability to manage documentation and data effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our team!
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 Co-ordinator. Familiarise yourself with the key tasks like call handling, customer service, and administration support. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role heavily involves customer interaction, be prepared to share examples of how you've provided excellent customer service in the past. Think about specific situations where you resolved issues or built strong relationships with customers, as this will highlight your suitability for the position.
✨Demonstrate Effective Communication
Communication is key in this role, so practice articulating your thoughts clearly and concisely. During the interview, ensure you listen carefully to questions and respond thoughtfully. You might even want to prepare a few questions of your own to ask the interviewer, showing that you’re engaged and proactive.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to prioritise tasks. Prepare by thinking through potential challenges you might face in the role, such as managing multiple customer requests or coordinating with engineers, and how you would handle them effectively.
