NTBS a leading breakdown and recovery company based in Denton Manchester are looking for a Breakdown controller to cover their night/Weekend shift.
You will be the first point of contact for customers with vehicle breakdowns and will determine the most cost effective route for repair HGV mechanical knowledge & UK Geographic knowledge would be beneficial but not essential
Your duties as a Breakdown Controller will include:
- Offer front line customer support following a breakdown or defect;
- Allocate calls and resources to ensure that all calls and tasks are attended by the appropriate Engineer in contracted/targeted timescales to comply with agreed Service Level Agreement (SLA's) and Organisational targets;
- Ensure Customers are regularly informed of call progression/ development through to satisfactory resolution;
- Ensure that the necessary processes, procedures, and engineer work instructions are understood and are followed thereby providing a consistent and professional service to the client;
- booking jobs onto the in-house computer system
- General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephone system, inputting of data onto the in-house computer system ensuring accuracy of records, procedures and documentation;
- Raising customer invoices
- Call Management for external companies whilst they are closed
Key Accountabilities
- Customer satisfaction and call response times within guidelines
- Incident management, meeting agreed timeframes for repairs
- Adhering to all processes and procedures
- Accurate and up to date records
Applicants must be able to demonstrate:
- Business standard IT skills, including Microsoft Office
- Possess the ability to log calls and distribute breakdown information.
- Excellent communication and customer care skills
- A good standard of written and spoken English
- A tenacious, enthusiastic, and flexible disposition. Some prior experience with call handling/customer service, engineer allocation, customer management
- Good self-starter with the ability to multi-task
- Ability to work well under pressure in a busy environment
- Ability to work well as part of a team, and also on their own when required
- Be a well organised individual with excellent time management and prioritisation skills
This is a 12 month contract with the chance of chance of becoming a permanent position after that.Working 12 hour shifts 7-7 3 or 4 shifts a week or 4 on 4 off.Send your CV’s to jobs@ntbs.co.uk to apply for this position.
