Breakdown Controller

Reports to: Service Control Supervisor

Direct Reports: None

Location: Elland - Halifax

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.

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.