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- Tasks: Support service controllers by managing customer calls and coordinating maintenance activities.
- Company: Join a dynamic team in a leading service organisation focused on customer satisfaction.
- Benefits: Enjoy 25 days holiday, enhanced pension, health cash plan, and ongoing training opportunities.
- Other info: Great career growth potential in a supportive and collaborative environment.
- Why this job: Be the voice of support, making a real difference in customer experiences every day.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
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 – this could be a customer reporting a vehicle fault when a vehicle is off the road, or that they are seeking an update on an engineer visit, etc. 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 providing general administration support.
Reports to Service Control Supervisor
Location Elland – Halifax
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.
- Maintain established and new contract plans.
- Ensure 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 resources 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.
- Effectively liaise with customers regarding enquiries.
- 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.
- Assistance with and keep WIP at a manageable level.
- Assistance 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
- 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 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. 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 Co-ordinator in Elland employer: Terberg DTS (UK)
Contact Detail:
Terberg DTS (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Service Co-ordinator in Elland
✨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 their team.
✨Tip Number 2
Practice your call handling skills! Since you'll be taking inbound calls, it’s crucial to sound confident and professional. Role-play with a friend or use mock scenarios to get comfortable with common customer queries.
✨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, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After any interviews or networking chats, send a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds as they make decisions.
We think you need these skills to ace Regional Service Co-ordinator in Elland
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 experience in customer service and administration, as these are key aspects of the job. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since you'll be handling calls and liaising with customers and engineers, it's important to demonstrate your communication prowess. Use clear and concise language in your application to show us you can convey information effectively.
Be Detail-Oriented: Attention to detail is crucial for this role, especially when it comes to logging repair notifications and updating systems. Make sure your application is free from typos and errors, and consider mentioning any experience you have with maintaining accurate records.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and get back to you quicker. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Terberg DTS (UK)
✨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 liaising with engineers. 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 about the team dynamics and communication processes within the company.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific situations, such as managing multiple customer requests or dealing with a breakdown. Prepare by thinking through potential challenges you might face in the role and how you would approach them, showcasing your problem-solving skills.