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Key Responsibilities
• Co-ordinate breakdowns and services for your depot by allocating to an engineer and liaising with the customer to ensure minimal downtime to the customer’s machine.
• Input Timesheets on a daily basis.
• Chase the customer for order numbers on all work that is not covered by warranty.
• Keep constant communication with the customer to give them updates on all live breakdowns.
• Arrange warranty cross hire machines for any work that can not be completed on site due to Health & Safety.
• Create estimates when additional work is found and send to the customer within 24 hrs.
• Send over final costings for all retail work.
• Invoice all retail work that has been completed.
• Keep the WIP to a minimum.
• Resolve all customer invoice queries.
• Arrange monthly meeting with the Line Manager to resolve any ongoing issues.
• Answer incoming calls into the office and log breakdowns.
• Cover other diary locations during peak times for Holiday.
• Cover the office with other Senior Service Controllers when the Service Office Supervisor is on leave.
• Contribute to the overall success through teamwork and good communication within the Company.
• Actively seek new business.
• Organise and time-manage your workload.
• Achieve and meet strict deadlines.
• Deal with all telephone calls in a polite and professional manner and have the ability to deal with conflict whilst remaining diplomatic.

Key Skills
• An effective team player, aware of the value and importance of working well and closely with colleagues.
• Awareness of team workloads.
•Ability to prioritise and focus on answering incoming calls quickly and effectively.
• Time management skills.
• Ability to work under pressure.
• A good understanding of customer service procedures, policies and best practice.
• A ‘can do’ attitude and willingness to try out new ideas.
• A willingness to help both internal and external customers.
• Company brand awareness.
This job description is accurate at time of writing