Service Admin Controller Nights

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Responsible to:
Service Admin Supervisor

The administration of completed work, assessing jobs in terms of overall job accuracy and allocating job costs to the relevant categories, and quoted work for follow-up work following engineer attendance. To raise both pro forma and final invoices. To take inbound calls from customers and deal with vehicle faults and breakdown / repair requests within the UK. Liaise with internal Mobile Service Engineers / third party repairers or assign to the following day, ensuring the customer is kept updated at all times.

To provide first class customer service and build relationships with both internal and external customers. To action customer repair and breakdown requests in a timely and cost effective manner.

• Effectively liaise with customers regarding enquiries.
• Manage customer calls/emails and log repair notifications.
• Work within a service team and liaise effectively with all other departments.
• Ensure all information is correctly obtained and entered accurately into in-house software systems.
• Allocate appropriate Mobile Service Engineer resource to meet customer requirements.
• Proactively liaise with customers to update on the reported job progress.
• Ensure maximum utilisation of Mobile Service Engineering resource according to capacity and geographical location.
• Carry out the assessment of jobs in terms of overall job accuracy.
• Allocate job costs to the relevant job category.
• Engage with customers to request purchase order numbers.
• Liaise with Admin Supervisor regarding any issues that may arise.
• Provide further assistance to other team members when requested.
• 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.

• Up to date and clear administration.
• Up to date review of completed jobs.
• Clear breakdown communication.

• To maintain and develop current processes and procedures in the upkeep of the internal documentation.
• To maintain a high standard of customer service at all times.
• Develop own competence to meet requirements of job.
• Undertake any other duties consistent with the purpose of this job.

• Ability to troubleshoot and put forward new ideas to improve processes within the department.
• Ability to prioritise own work and work within the department to assist others.
• Ability to make decisions based on incomplete information which has been filtered through others.
• Excellent communication skills.
• Excellent planning skills.
• Excellent administration skills.
• Able to work under pressure.
• Demonstrate commitment to personal professional development.
• To demonstrate self-motivation in achieving own and departmental objectives.
• Willingness to learn from mistakes.
• Willingness to learn other skills within the department.
• Ability to demonstrate positive customer service skills.
• Ability to develop interpersonal and communication skills.
• Ability to model the Terberg values and behaviours.
• Ability to adapt to organisational changes.