At a Glance
- Tasks: Support maintenance and repair activities while providing top-notch customer service.
- Company: Join a dynamic team in a leading service company based in Elland.
- Benefits: Enjoy 25 days holiday, enhanced pension, health cash plan, and more.
- Other info: Great opportunities for training and career development await you!
- Why this job: Make a real difference by helping customers and ensuring smooth operations.
- 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
- Support with the supervision of all maintenance and repair activities.
- Provide effective 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.
- Work within a service team 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.
- Cover any regional controller absence/sickness.
- Assist with Administration for both the service and admin team when required and record data accurately.
Responsibilities
- Take customer calls and log repair notifications.
- Allocate appropriate Field Service Engineer response to meet customer requirements.
- Liaise with UK service supervisor and Service Manager 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.
- Reschedule jobs and resources according to emerging customer needs and resource availability.
- Ensure all service records are received from the appropriate Field Service Engineer and passed to technical team for assessment.
- Record field service vehicle parts sales accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed 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
- Effective time management and allocation of resources.
- Effectively manage customer enquiries.
- Monitor engineer documentation.
- Ensure best practices are used when distributing field service engineer’s jobs.
- 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.
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