Breakdown Controller

DHL; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading logistics company in the UK is seeking a Customer Service Administrator to ensure quality service and support asset maintenance processes. The role involves managing call responses and liaison with service providers. Strong communication skills and ability to work under pressure are essential. Benefits include a generous pension scheme, flexible working options, and discounts on retail and lifestyle products.

Benefits

Pension scheme with 8% employer contribution

Free confidential 24/7 GP consultations

Retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Experience in a call center environment preferred.
• Understand vendor and site call handling procedures.

Responsibilities

• Ensure KPI performance in call center for high service delivery.
• Ensure calls are answered within agreed timescales.
• Monitor call center for prompt call handling.
• Liaise with service providers for maintenance activities.

Skills

Strong communication skills (Telephone)

Experience in working under a high pressured environment

Computer literate – Word – Excel

Job description

We're now looking for a Customer Service Administrator to work for DSC Asset Management Centre of Excellence (AMCoE) in order to ensure the highest levels of service, calls responses and escalates as per AMCoE procedures. This role is responsible for general admin support for asset maintenance and rental processes and also contingency response for departments high volume phone calls.

• Achieve call centre kpi performance that allow department to provide high level service to the customer
• Ensuring all vendor and site calls are answered within the agreed CMC SLA timescales.
• Continually monitor call centre screen to ensure breakdown calls are answered within 7 seconds.
• Liaise with service providers and engineering operations regarding maintenance activities to ensure cost is minimised and repairs & maintenance have been completed as per the agreed specifications.
• Strong communication skills (Telephone).
• Experience in working under a high pressured environment (phones).
• Computer literate – Word – Excel.
• Fleet maintenance knowledge is desirable but not essential.
• Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly.
• We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.
• At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.
• We're happy to talk about flexible working – just ask about alternative patterns at interview.
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution.
• Free confidential 24/7 GP consultations.
• Hundreds of retail and lifestyle discounts.
• Affordable loans, savings schemes and free mortgage advice.
• Visit global/en/working-at-dhl-supply-chain to learn more.