Customer Service Controller

Dawsongroup; Mansfield; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Funded training

Leave entitlement: 24 days + birthday,

Bank holidays + up to 10 days extra (p

Wellbeing and mental health support

Cycle to work scheme

Seasonal gifts

Long term incentives

Job summary

Dawsongroup TCS is looking for a Customer Service Controller to be the first point of contact for customers with assets on rent, coordinating service activity across the region and guiding issues from initial contact through to resolution.

You will manage calls, coordinate breakdowns with engineers, and help maintain service schedules while using AS400 and other systems to record information. Weekend on-call duties and emergency support are part of the role.

Qualifications

• Previous experience in a similar service control, customer service or coordination environment.
• Strong communication and organisational skills, with the ability to follow written and verbal instructions.
• Good computer skills and confidence working with systems to accurately record and retrieve information.
• A proactive approach to identifying potential problems, escalating concerns and suggesting appropriate actions.
• A collaborative approach, working with engineers, customers, colleagues and other Dawsongroup businesses to get the right result.

Responsibilities

• Manage incoming customer calls and emails, accurately recording asset information, contact details and service requirements.
• Coordinate breakdowns with mobile engineers, keeping customers updated on ETAs, RAMS and progress while ensuring information is correctly recorded.
• Help manage servicing schedules, overdue services, stock checks and engineer administration to reduce unnecessary visits and support first time fixes.
• Work closely with engineers and support colleagues, using AS400, Mdrive, monitoring systems and historical information to understand issues and agree the best course of action.
• Provide weekend breakdown cover from home on a rota basis, including Christmas coverage, and support emergency situations when required.

Skills

Customer service experience

Strong communication

Organisation

IT systems

Tools

AS400

Mdrive

Job description

Are you a Customer Service Controller, Service Controller or experienced Service Coordinator looking for a role where great customer service and practical problem solving genuinely matter? As our Customer Service Controller at Dawsongroup TCS in Sutton in Ashfield, you will be the first point of contact for customers with assets on rent, coordinating service activity across your designated area and keeping customers informed from first call through to resolution.

• Manage incoming customer calls and emails, accurately recording asset information, contact details and service requirements.
• Coordinate breakdowns with mobile engineers, keeping customers updated on ETAs, RAMS and progress while ensuring information is correctly recorded.
• Help manage servicing schedules, overdue services, stock checks and engineer administration to reduce unnecessary visits and support first time fixes.
• Work closely with engineers and support colleagues, using AS400, Mdrive, monitoring systems and historical information to understand issues and agree the best course of action.
• Provide weekend breakdown cover from home on a rota basis, including Christmas coverage, and support emergency situations when required.

About You

You will bring previous experience from a similar customer service, service control or coordination role, along with the confidence to communicate with customers and colleagues when priorities change. You do not need to have followed one particular career path, what matters is your ability to organise information, communicate clearly and keep customer satisfaction at the centre of your decisions.

• Previous experience in a similar service control, customer service or coordination environment.
• Strong communication and organisational skills, with the ability to follow written and verbal instructions.
• Good computer skills and confidence working with systems to accurately record and retrieve information.
• A proactive approach to identifying potential problems, escalating concerns and suggesting appropriate actions.
• A collaborative approach, working with engineers, customers, colleagues and other Dawsongroup businesses to get the right result.

Not sure you match every point? We value relevant experience, transferable skills and potential, so if this sounds like a role where you could make an impact, we encourage you to apply.

About Us

Dawsongroup TCS provides temperature controlled solutions backed by a wider business with over 50 years of experience in asset rental. We focus on providing customers with reliable assets and strong service, while creating safe, fulfilling and rewarding careers where our people can grow.

• Funded training and internal progression pathways, nationally and worldwide.
• 24 days standard leave allowance + Birthday + plus Bank Holidays + up to 10 days extra (time served and purchase scheme).
• Wellbeing and mental health support.
• Cycle to work schemes, seasonal gifts and long term incentives.

Dawsongroup is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

About Your Future

This Customer Service Controller role gives you the opportunity to build your knowledge of customer service, engineering coordination and temperature controlled assets while working alongside experienced colleagues. With funded development and progression pathways available across Dawsongroup, you will have the opportunity to develop your skills and explore where they could take you next.

• Build your knowledge of service operations, asset management and customer support.
• Learn from engineers and support colleagues while developing your understanding of technical issues and service solutions.
• Access funded training to support your continued professional development.
• Explore internal progression opportunities across Dawsongroup in the UK and internationally.
• Play a direct role in improving customer satisfaction and helping the team work towards fewer breakdowns and more effective first time fixes.

Ready to bring your customer service experience to a business where your contribution matters? Join Dawsongroup TCS and help keep our customers moving while building a future of your own, because our people are our greatest asset.