Customer Service Controller

1 week ago

South Shields, United Kingdom Matt Burton Associates Full time

Our Client is the UK’s biggest end-to-end commercial vehicle fleet management business managing and maintaining a fleet of 80,000 vehicles across 65 garages

We have an exciting opportunity for a **Customer Service Controller/ Bookings** to join our Customer Operations Team in South Shields on a full-time temporary basis.

As the Customer Service Controller, you will be responsible for the end to end customer experience for our fleet customers and suppliers, ensuring that their experience with us is efficient, timely and professional in line with agreed service level agreements and provision of a brilliant customer experience.

**Role & Responsibilities**
- To monitor and schedule any new booking requests received online or via phone. Owning the job from creation to completion
- Process and schedule re-occurring maintenance work. Verify and create services using customer or manufacturers requirements while gaining the appropriate authorisation
- Booking customers vehicles in for MOT/Servicing through the Rivus Mobile network or in-house and external garages
- Liaise with the Field Technician to ensure that the customer requirements are understood and executed
- Develop relationships with suppliers to help manage service delivery for customers
- Proactively support customer SLA’s and KPI’s
- Provide support to drivers and operational leads within the customers business as required
- Proactively identify potential compliance risks within the customer fleet
- Identify opportunities to reduce vehicle downtime and costs by merging jobs
- Proactively identify opportunities to Increase Engineer utilisation
- Ad hoc duties as required
**Skills & Experience**

**Required**
- Be able to demonstrate experience of communication skills and working in a customer service environment
- Excellent customer service skills with the ability to communicate at all levels
- Excellent relationship management skills
- Excellent administration skills
- Excellent organisational and time management skills
- Computer literate and a good knowledge of computer-based systems including Microsoft Office Suite (Word, PowerPoint, Excel)
- Demonstrate the ability to work on own initiative and as part of a team
- Demonstrate excellent attention to detail
- Demonstrate a proactive and organised approach
**Desirable**
- Knowledge of using Lean CI to create and use standard working practices that add value to the customer experience
- Knowledge of the automotive fleet industry would be beneficial
- Good geographical knowledge would be beneficial
- Previous job planning and scheduling experience

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

**Salary**: £18,500.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Flexible schedule
- On-site parking
- Sick pay
Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
**Experience**:

- Automotive service: 1 year (preferred)

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