At a Glance
- Tasks: Manage maintenance and repair activities, ensuring timely customer service and accurate documentation.
- Company: Located in Elland - Halifax, this role reports to the Service Control Supervisor.
- Benefits: Enjoy 25 days holiday, enhanced pension scheme, and access to a 24-hour Employee Assistance Programme.
- Other info: No direct reports; liaise with various departments to ensure smooth operations.
- Why this job: Join a team focused on first-class customer service and effective resource management.
- Qualifications: Experience in customer service and resource allocation is essential for this role.
The predicted salary is between 40000 - 50000 £ per year.
Reports to Service Control Supervisor
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:
- 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 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 employer: Terberg DTS (UK)
This company offers a comprehensive benefits package including a Health Shield Medical Cash Plan and a Cycle to Work Scheme. Located in Elland - Halifax, they prioritise employee well-being with access to occupational health support and training opportunities. The team is dedicated to maintaining high standards of customer service and operational efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Service Controller
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Terberg DTS (UK). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Terberg DTS (UK) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Regional Service Controller
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Terberg DTS (UK):Your cover letter is your chance to shine! Tell us why you want to work at Terberg DTS (UK) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Terberg DTS (UK)!
How to prepare for a job interview at Terberg DTS (UK)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
