Service Control Supervisor

Reports to: Head of Operations

Direct Reports: Breakdown Controllers, Regional Service Controllers, Customer Service Trainer

Location: Elland - Halifax

Purpose of the role: The Service Office Supervisor is responsible for leading the daily operations of the service department to ensure efficient and effective scheduling and delivery of servicing and repairs. This role focuses on maximizing first-time fix rates and minimizing downtime through meticulous planning, accurate parts ordering, and optimal resource allocation. The Supervisor ensures that all service activities meet the highest standards of quality by overseeing the completion of Quality Control (QC) checks on the work of controllers, as well as providing real-time coaching and guidance to the team. Regular one-to-one meetings and the setting of clear objectives for team members are essential to maintaining high performance, continuous development, and alignment with company goals. Ultimately, the role is pivotal in driving operational excellence, customer satisfaction, and service reliability.

Responsibilities:

• Prioritise daily workloads, ensuring that service tasks are executed in line with urgency and resource availability
• Provide coaching and support to Service Controllers on a daily basis, addressing any issues that arise in service delivery or customer interactions.
• Mentor and develop new and existing team members, ensuring they understand and adhere to company processes and standards.
• Handle and resolve escalation queries from both internal and external customers promptly and effectively, ensuring high levels of satisfaction and service continuity.
• Assist with management reporting, providing accurate and timely updates on service performance, operational efficiency, and resource utilisation.
• Ensure maximum utilisation of Field Service Engineers by considering capacity, geographical location, and skillset, coordinating work schedules accordingly.
• Actively manage service resources to prevent any inefficiencies and minimise operational downtime.
• Collaborate with the Fleet Team to review feedback data and develop improvement plans and initiatives aimed at enhancing service performance and operational efficiency.
• Lead and maintain consistent quality control processes within the service team, ensuring all work carried out meets company and customer expectations.
• Provide accurate data and supporting evidence to both internal and external customers regarding completed and outstanding service work.
• Ensure proper documentation of all service-related activities for transparency and tracking.
• Ensure that customer satisfaction is prioritised in every service interaction.
• Collaborate effectively with other departments, particularly in the delivery of new projects, exploring or implementing changes that affect service operations.

People Management Responsibilities:

• Set clear, achievable personal objectives and review regularly through one-to-ones and appraisals.
• Collaborate with HR to manage attendance, performance, and other people processes in line with company policies.
• Coach and develop the team to ensure continuous improvement, addressing training needs and supporting personal development plans.
• Motivate and reward the team to foster positive behaviours aligned with Terberg DTS values.
• Promote a culture of trust and respect that reflects the company's values.
• Plan for succession and develop team members to ensure continuity and backfill readiness.

Key Result Areas:

• KPI's to be monitored.
• Training and mentoring objectives met.
• Planned service and defect repair support objectives met.
• Focus on WIP reduction and agreed targets for each area.
• Focus on aged jobs and job query resolution across all areas.
• Customer comms objectives managed and met.
• Effective time management and allocation of resources.
• Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
• Effectively manage customer enquiries.
• Quality control.
• Ensure best practices are used.

Qualifications and Experience required: Managing a team in a customer service environment. Experience of delivering QC processes underpinned by effective coaching skills