Customer Service Controller

6 months ago

Winsford, United Kingdom Finning International Inc. Full time

Company:
Finning (UK) Ltd

Worker Type:
Permanent

Position Overview:
As Customer Service Controller you will deliver excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the desired service business performance.

Due to the retirement of a long standing employee within Finning, the UK and Irelands largest Cat dealership specialising in Caterpillar Equipment and Machinery, we now have a vacancy for a Customer Service Controller to join our team

**Job Description**:
Major Job Functions:

- Understands the customer service need(s) and deliver the appropriate resources to execute the request delivering an experience for the customers that drives loyalty by controlling the end-to-end repair process. Continuously maintain a clear, open and consistent communication with your customers utilising customer case management and work force enablement platform throughout the service repair processes delivering the lowest cost of ownership driving customer loyalty and service growth.
- Planning and supply resources to ensure fulfilment of the customer’s service needs utilising capacity and capability planning. Leading the end-to-end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers’ needs and business needs.
- Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or condition monitoring recommendations.
- Direct management of engineers (4-7) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers’ satisfaction whilst maintaining service profitability.
- Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance.

As a Finning Employee you will receive:

- A competitive salary
- 25 days annual leave + bank holidays (purchase additional 5 days holiday)
- Annual Bonus
- Laptop and phone

You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to work with your charity of choice, and length of service & recognition awards.

The additional benefits attached to this role include a generous reward scheme, 25 days holiday, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and new child payments to support new parents)

Specific Skills
- A strong sense of care for our customers ensuring they receive the best experience from Finning
- Good organizer
- Good communicator
- Champions for Safety
- Lives and promotes the Finning Values
- Knowledge
- Good knowledge of mobile and fixed equipment components and systems
- Financially/commercially aware

Knowledge
- Good knowledge of mobile and fixed equipment components and systems
- Financially/commercially aware

Accountability
- Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction.
- Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix.
- Communicate to the customer throughout the entire service delivery process

Education and Experience
- Foundational Engineering understanding and qualification
- Ideally, Advanced level of engineering aptitude
- Minimum of 3 years’ experience in a technical or mechanical engineering role
- Previous experience in a similar role within similar industry environment desirable

Working Environment

Office based

At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits.

IND2

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do no

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