Service Controller

Salary: £26,000 – £26,400 per year

Bond Recruitment is currently recruiting for a Service Controller based in Twickenham offering £26,000 – £26,400 per year Monday to Friday 09:00 – 17:30

The role and responsibilities:

This position will be a pro-active role responsible for the administration tasks of the Service department within the business with the objective of maximizing the efficiency of the business together with meeting customer expectations.
The Administrator will work closely with all department heads and key personnel to ensure continued improvement.
The purpose will be to plan, direct, or coordinate supportive services of the department and organisation

Answering Telephone calls and process them in the appropriate manner
Ensuring Service emails are checked and either dealt with or forwarded to the appropriate member of staff.
Book/log Maintenance calls
Ensuring that engineers have all materials/plant required for any sites requiring this and where necessary liaising with Install/Stock Coordinator for any purchase orders required
Booking Call outs, deciphering emergency call outs requiring 4 hour response or repair appointments.
Ensuring calls are logged correctly to enable invoice process to run smoothly
Passing resets to engineers
Checking all engineers clear downs in case of further actions required and either raising the further action and booking in or passing to Sales Administrator to quote for works.
Completing all preventative maintenance calls once engineer complete where there has been no materials used and either emailing or printing and sending the docket to the client.
Booking Quoted Service works passed from Installation/Purchasing
Cancelling and rescheduling appointments when necessary
Advising maintained and non-maintained clients of call out costs or maintenance contract options and if they are interested passing details to Sales Administrator to send contracts out.

Going through weekly overdue Maintenance report (issued by Supervisor) to try and book these in.
Going through weekly Further Action report (given by Admin Manager) to ensure these are being dealt with.
On receipt of out of hours call report from Supervisor, liaise with on call engineer as to whether there are any outstanding calls.
Ensuring Service emails are checked and either dealt with or forwarded to the appropriate member of staff.
Scanning documents
Regularly reviewing diary and cancelling appointments and rebooking when necessary

Personal specification:

Good spoken and written communication skills
Previous experience of dealing with engineers
Confident and persuasive manner
Good organizational and time management skills
The ability to meet deadlines, sometimes under pressure
A professional manner
Ability to interact with Senior Management
Excellent understanding of the business needs
Excellent Microsoft office skills
Good understanding of the process and systems, whilst understanding the industry requirements