Direct Reports: None
Location: Elland - Halifax
Purpose of the role:
To support with the supervision of all maintenance and repair activities.
To provide effective customer service and build relationships with both internal and external customers.
To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
To work within a service team and to liaise effectively with all other departments.
To prioritise work effectively ensuring all documentation is accurate.
To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
To cover any regional controller absence/sickness.
To assist with Administration for both the service and admin team when required and record data accurately.
Responsibilities:
To take customer calls and log repair notifications.
To allocate appropriate Field Service Engineer response to meet customer requirements.
Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
Keep customers updated on the reported job progress.
Deal with day to day queries from both internal and external customers.
Ensure all jobs are entered onto the appropriate in-house computer system.
To reschedule jobs and resources according to emerging customer needs and resource availability.
Ensure all service records are received from the appropriate Field Service Engineer and passed to technical team for assessment.
To ensure that all field service vehicle parts sales are recorded accurately and promptly.
Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
To effectively liaise with customers regarding enquiries.
To provide further assistance to other team members when requested.
To work with all departments, particularly with projects that are being explored or implemented.
Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
Key Result Areas:
Effective time management and allocation of resources.
Effectively manage customer enquiries.
Monitoring engineers documentation.
Ensure best practices are used when distributing field service engineer’s jobs.
Why You’ll Love Working Here:
* 25 days holiday plus Bank Holidays: this is based on a 5 day working week (pro rata to 20 days plus Bank Holidays for a 4 day working week)
* Enhanced Pension Scheme and DIS Benefit: The company contributes 5% of total salary into our pension scheme, and 3x basic salary Death In Service.
* Employee Assistance Programme: Access a 24-hour helpline for support with life's challenges, including stress & anxiety, bereavement, relationship advice, tenancy & housing concerns, counselling, financial wellbeing, legal information, substance issues, family matters, childcare support, medical information, and consumer issues.
* Health Shield Medical Cash Plan: All employees receive membership to a company-funded medical cash plan. This scheme allows you to claim cash back for medical expenses, including prescriptions, dental, optical, physiotherapy, specialist consultations, X-rays, and MRI scans.
* GP Anytime: Enjoy access to GP services anytime with our online 24/7 appointment service, featuring on-demand appointments, unlimited consultations, no capped appointment times, and convenient prescriptions.
* Training and Development: We offer mandatory equipment training, a Management Development Programme, and opportunities to upskill through apprenticeships.
* Cycle to Work Scheme: Save on commuting costs and stay healthy with our cycle to work scheme.
* Occupational Health Support and Health Surveillance: Ensure your well-being with our comprehensive occupational health support.
* My Benefits Platform: Enjoy discounts from high street retailers, health & wellness services, entertainment & days out, and home & DIY products.
* Independent Free Mortgage Advice: Receive free, independent advice on mortgages to help you make informed decisions
Salary description
£27810.00 - £27810.00 per year