Service Controller - Norwich Region

Acclaim Handling; Broadland; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Controller to oversee service delivery within the Depot Region. This role is pivotal in ensuring customer satisfaction, managing the Depot Service Team, and coordinating with engineers and subcontractors. You'll be responsible for maintaining accurate records, scheduling, and supporting the Service Manager with various administrative tasks. If you thrive in a dynamic environment and have a passion for customer service, this position offers a great opportunity to make a significant impact.

Qualifications

• Experience in customer service and administrative roles.
• Ability to manage and coordinate teams effectively.

Responsibilities

• Ensure high customer satisfaction by being the first point of contact.
• Monitor engineer performance and manage service jobs efficiently.

Skills

Customer Service

Team Management

Administrative Skills

Communication Skills

Problem Solving

Education

High School Diploma

Relevant Certification

Tools

Protean

Job description

This role involves responsibility for service delivery to customers within the Depot Region (Norwich), including administration and supporting various administrative duties. The position also entails managing the Depot Service Team in support of the Service Support Manager, ensuring all customer requirements are correctly addressed.

Position Requirements:

• Be the first point of contact for customers, receiving and communicating information to ensure high customer satisfaction.
• Monitor the performance of Engineers to ensure jobs progress effectively and objectives are met.
• Provide first-line support on decision-making, including service response and commercial issues raised by engineers and customers.
• Monitor and progress all breakdown jobs and routine service requirements for each customer’s fleet, ensuring completion.
• Communicate with Engineers to monitor attendance and progress, in line with company policy.
• Coordinate with subcontractors to ensure timely job attendance and progression.
• Enter all fleet management and job-related information into Protean accurately and promptly.
• Schedule Engineers on the planner board and enter job requirements into Protean.
• Maintain accurate and timely records of service jobs, timesheets, parts, and purchase orders.
• Assist with processing spare part administration as required.
• Manage engineer vehicle maintenance, including monthly van checks, services, and MOTs.
• Support the Service Manager with ordering van stock and requesting POs from customers when needed.
• Handle delivery bookings and acceptances.
• Comply with company Health and Safety policies.
• Perform any other duties as required by the business, aligned with market and customer needs.

Accountability / Objectives:

• Minimize VOR jobs, ensure they are fully managed with notes.
• Maintain daily processing of work in progress, monitoring statuses such as 'Further work required,' 'Site attended,' and 'Awaiting complete.'
• Keep thorough examinations up to date, with no overdue items.
• Ensure servicing jobs are current.
• Raise issues promptly and work with the line manager to resolve them, maintaining high customer service standards.

Key Interfaces:

• Line Manager
• Customers
• Suppliers
• Engineers
• Other Service Controllers
• General Staff