At a Glance
- Tasks: Manage maintenance and repair activities while delivering top-notch customer service.
- Company: Join a dynamic team focused on customer care and operational excellence.
- Benefits: Enjoy 25 days holiday, enhanced pension, health plans, and training opportunities.
- Other info: Great career growth potential in a supportive work environment.
- Why this job: Be the go-to person for customer support and make a real difference in their experience.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
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 to liaise effectively with all other departments. 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.
Reports to: Service Control Supervisor
Direct Reports: None
Location: Elland - Halifax
Responsibilities:
- 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 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.
- 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.
- To 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.
- To 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.
- Monitoring engineers’ documentation.
- Ensure best practices are used when distributing field service engineer’s jobs.
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 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: Field Ops & Customer Care in Halifax employer: Terberg DTS (UK)
Join a dynamic team in Elland, where we prioritise exceptional customer service and foster strong relationships with both internal and external clients. Our supportive work culture is complemented by comprehensive benefits, including a generous holiday allowance, enhanced pension scheme, and extensive training opportunities to help you grow in your career. With access to health and wellness resources, as well as a commitment to employee development, we are dedicated to creating a rewarding and fulfilling workplace for all our staff.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Service Controller: Field Ops & Customer Care in Halifax
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and role. Know their values and how you can contribute to their success. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This helps you articulate your experience clearly and effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role!
We think you need these skills to ace Regional Service Controller: Field Ops & Customer Care in Halifax
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in maintenance and customer service. We want to see how your skills align with the role of Regional Service Controller!
Show Off Your Communication Skills:Since this role involves liaising with customers and various departments, it’s crucial to demonstrate your communication prowess. Use clear and concise language in your application to reflect this.
Be Detail-Oriented:Accuracy is key in this position, so make sure your application is free from typos and errors. We appreciate attention to detail, especially when it comes to documentation!
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you on board quickly!
How to prepare for a job interview at Terberg DTS (UK)
✨Know Your Stuff
Make sure you understand the role of a Regional Service Controller inside out. Familiarise yourself with maintenance and repair activities, customer service principles, and how to manage service inspection contracts. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role involves building relationships with both internal and external customers, be ready to share examples of how you've provided excellent customer service in the past. Think about specific situations where you resolved issues or improved customer satisfaction, as this will demonstrate your ability to excel in this area.
✨Be Organised and Detail-Oriented
The job requires accurate documentation and effective prioritisation of tasks. During the interview, highlight your organisational skills and attention to detail. You could mention tools or methods you use to keep track of tasks and ensure everything is logged correctly, which will show that you can handle the responsibilities of the role.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you determine if the company is the right fit for you. Plus, it gives you a chance to engage with the interviewer on a deeper level.
