Service Controller

**Why ABCA?**

Here at ABCA Systems Ltd, we strive to be the very best at what we do, both in the eyes of our customers and our colleagues. We believe close working relationships are the key to success and satisfaction. We are a team, we believe in one another and support one another as we work together towards a common goal. We believe investing in our employees is fundamental to success and growth. You will discover new opportunities, take ownership of important initiatives, learn at a fast pace and become part of the ABCA family.

**Job purpose**

If ABCA sounds like the right place for you, we would love you to join our team within the Service Active department. Assisting the Supervisor to 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.
- 2 nd line answering of telephone enquiries
- Excellent customer service and communication skills
- Strong understanding of customer SOR’s and SLA’s.
- Good knowledge and use of tracker system to review previous day’s activity and ensure CASH data is accurate, updating engineer timesheet entry’s to reflect activity.

**Experience and Personal Attributes**
- An understanding of SOR’s and SLA’s.
- Experience in use of a tracker system and service management system.
- 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

**Benefits**
- Employee Assistance Programme
- Mindfulness and/or meditation apps
- Employee Discounts (supermarkets, eating out, clothes, gyms etc.)
- Doctor Care Anywhere (24/7 access to an online GP and prescription service)
- 23 day’s holiday excluding bank holidays, with the ability to increase up to 25
- Free eye test with Specsavers and discounts on prescription glasses

**Other Information**

This is a permanent role we are offering based in the Manchester office. The rate of pay we are offering is between £11.05 - £12.50 per hour depending on experience, based on a 40 hour working week.

**Application information**

If you would like to apply, external applicants should submit their CV’s via indeed. If you are a current employee of ABCA Systems, you should complete HR_AB38 Internal Application Form via the staff intranet.

**Job Types**: Permanent, Full-time

**Salary**: £11.05-£12.50 per hour

Expected hours: 40 per week

**Benefits**:

- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Work Location: In person