Address
Form of work
SalaryBy building trust through sincere engagement, open relations and behaving with integrity, our clients’ decisions will be better informed and more suitably aligned to their customer needs. Only then will they add the necessary 'value add' to their proposition, relationships.
What are they looking for?
They are looking for a competent Service Controller to organise and direct the Service Admin & planning team of the After Sales Department. You will be responsible for assessing their work and give them feedback to maximise performance.
An excellent Service Controller must have customer service and leadership/ management experience.
The ideal candidate must possess great communication skills and be able to motivate and have a positive attitude. You will be organised and reliable as well as results oriented. The goal is to achieve excellent performance from your team that will bring sustainable business growth.
Service Controller (Office Team Leader) Job Description:
You will have a passion for delivering exceptional customer service with the determination to expand your knowledge and inspire others; you will demonstrate enthusiasm and self-motivation to excel in After Sales.
In your role as a Service Controller, you will be the main point of contact for customers, responsible for delivering best-in-class customer support, whilst working as an integral part of the team, being flexible and adapting the way that you work. Duties will include:
- Manages and oversee a team of Service & Planning Administrators.
- Oversee the planning of the Field Service and Workshop Engineers workload
- Motivates and supports staff through feedback and communication.
- Measures KPls such as inbound calls, call waiting, outstanding jobs, and call abandonment.
- Be the first point of contact for all incoming calls and apply customer escalation process through a triage system.
- Seeing calls and ticketed jobs through to completion through proactive monitoring and high-quality customer service.
- Assists the team with complex caseload and jobs.
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and helping.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assist in hiring and onboarding new employees.
- Prepares monthly performance reports.
- Creates targets and goals for improvement.
- Keep management informed on issues and problems.
What Do I need?
- It is essential that you have experience managing and leading a team.
- Proven track record of working in the delivery of exceptional customer service with critical thinking abilities.
- Ability to work collaboratively in a fast-changing and flexible environment.
- Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders.
- Commercial awareness and astute decision making based on a plethora of business requirements.
- Customer service skills including questioning, probing, listening, and establishing rapport.
- Demonstrable experience working with clients over the telephone and via email.
- Knowledge and ability to use various Ms Office Applications such as Ms outlook, Ms excel and Ms Word.
- Proactive approach and ability to communicate effectively with a wide range of people.
- Excellent attention to detail is essential.
- Experience in lifting equipment or vehicle mechanics preferable.
- Ability to work under pressure.
- A results orientated approach.
The Package:
- A competitive basis salary of £28,000.
- 24 Days Holiday + 8 Bank Holiday Days Incremental Continuous Service Holiday
- Group life Assurance (after a qualifying period)
- On-site secure parking
- Access to an Employee Assistance Programme (mental health, professional financial advice)
- Discounted technology, gym memberships, high street vouchers, etc
- Great scope for progression and continued learning/development.
- Pension Scheme
Interested? Please click apply.
