Service Controller
3 days ago
If ABCA sounds like the right place for you, we would love you to join our team within our Service Department. You will effectively deliver both office and field-based activity for a designated region through the organisation and supervision of the following roles of employment:
- Reactive Maintenance Co-ordinator
- Planned Maintenance Co-ordinator
- Customer Service Agent
Oversee the consistent high-quality service delivery to all customers, ensuring SLA’s and compliance targets are achieved and taking appropriate actions when issues arise, to ensure successful performance within a designated region.
**Duties and responsibilities**
- Reviewing, closing down and processing completed calls and issuing of engineer’s worksheets to client where required.
- Communicating with customers on the completion of calls or need for further actions explaining action being taken.
- Leading on and providing response to customer queries and complaints escalated from customer service agents.
- Handling further actions received, processing actions required to enable service co-ordinators to rebook calls through to completion.
- Good understanding and ability to interpret engineer notes and update/amend where necessary to improve communication flow.
- Closing calls which have potential to exceed SOR or Service Level Agreement and forwarding to either sales team or communicating with customer to agree next action.
- 2nd line answering of telephone enquiries
**Qualifications and Experience**
- Min Grade 4 (C) Maths
- Min Grade 4 (C) English
- An understanding of SOR’s and SLA’s.
- Experience in use of a tracker system and service management system.
**Personal Attributes**
- Communication and interpersonal skills, including good customer service skills
- Ability to work on own initiative and as part of a team
- Problem solving skills
- Organisation and prioritising skills
- Strong geographical knowledge of UK with a good understanding of logistics, traffic management and route planning.
**Job Types**: Full-time, Permanent
**Salary**: £9.90-£11.00 per day
**Benefits**:
- Discounted or free food
- Employee discount
- Referral programme
- Store discounts
- Wellness programmes
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
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