Service Desk Analyst Durham, England
Job description
REPORTS TO: PLANT SUPPORT MANAGER
LOCATION: THRISLINGTON, WEST CORNFORTH
DIVISION: BANKS PLANT SOLUTIONS
EMPLOYEE BENEFITS:
Competitive annual salary
Generous annual leave increasing with length of service, plus public holidays
Company pension scheme
Life assurance
Discretionary annual bonus scheme
Continuing professional development, including training opportunities
Employee Assistance Programme
Cycle to work scheme
E-voucher scheme access to supermarkets, fashion, eating out, big ticket items
Access to Westfield Health scheme
Health and wellbeing discount
New car discounts with certain dealerships
OVERALL OBJECTIVE:
The Service Desk Controller (SDC) will manage service enquires from internal and external customers and organise appropriate resources to fulfil requirements, ensuring effective communication and service excellence always.
KEY DUTIES & RESPONSIBILITIES:
1. Control the end to end process associated with customer service requirements, from enquiry through to Invoicing.
2. Receive calls and emails from internal and external customers requesting Banks Plant Solutions service support.
3. Capture sufficient detailed information to thoroughly understand the customers’ requirements and forward onto the allocated Service Engineer.
4. Identify appropriate Service Engineer to fulfil the customers specific requirements and promptly dispatch accordingly, informing customer of the estimated time of arrival.
5. Maintain constant communication with the Service Engineers ensuring feedback is captured accurately to provide the customer with detailed and factual updates.
6. Create estimates when additional work is discovered and seek approval to proceed from the customer with order number and follow up with order acknowledgement form.
7. Co-ordinate any tooling or parts required to support the Service Engineers job activities, and ensure any surplus or service exchange parts are returned for credit within the timescales outlined within the suppliers returns policy.
8. Co-ordinate Service Engineers reports checking that all areas are completed accurately and supplied in a timely manner.
9. Collate all required information to enable accurate invoicing.
10. Manage all service work in progress (SWIP)
11. Resolve all customer invoice queries
12. Actively seek and support new business
RESOURCES:
· Customer Relationship Management System (CRM)
· FLEET – Asset Management System
· Focal Point
· Manufacturers Service Information Systems
· Microsoft Office Packages
· BPS Livelink files
· Fleet Smart – Van Tracking System
DECISIONS:
1. Under own initiative/supervision, generate and submit parts and service quotations to customers up to the value of £3,000.00
2. Identify occasions where it is suitable to proceed with service work without an official purchase order number.
3. Identify and dispatch any parts that will assist the FSE in achieving a “first time fix”.
4. Identify the appropriate Service Engineer to dispatch to the specific job/customer
5. Prioritise Service Engineer dispatch to customers based on their account type/ level of importance to the business i.e. strategic/key accounts.
DELIVERABLES:
· Service work in progress (SWIP)
· Invoice accuracy
· Service Engineer utilisation
· Invoice dispute resolution
· Supply quote for addition work and send to customer
· Answer customer calls promptly
KEY CONTACTS:
The role fundamentally involves contact with the service team, management team, representative groups, external suppliers and customers.
WORKING ENVIRONMENT:
The role is primarily office based but you may be occasionally required to visit internal workshop and site environments in addition to customer site locations.
PERSON SPECIFICATION
SERVICE DESK CONTROLLER
QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE:
ESSENTIAL:
· Internal & external customer interaction
· Experience of working with service teams
· Sound IT skills in software applications such as word, Excel, PowerPoint including the use of pivot tables.
· GSCE Maths & English (or equivalent).
DESIRABLE:
· Business Administration NVQ (or equivalent)
· Basic mechanical or engineering awareness
PERSONAL QUALITIES/COMPETENCIES:
· Interpersonal skills
· Communication skills both verbal and written
· Listening skills
· Problem analysis and problem solving
· Attention to detail and accuracy
· Data collection and ordering
· Customer service orientation
· Adaptability
· Initiative
IMPORTANT DATES:
The deadline for applications is Friday 9 June 2023. Interview process comprises of first stage remote interview. Successful candidates will be invited for second stage face to face interview.
To apply, please send a CV and covering letter detailing your relevant experience to: Human
The Banks Group is committed to equality of opportunity.
Resources, The Banks Group, Inkerman House, St John’s Road, Meadowfield, Durham, DH7 8XL. For further information contact The Banks Group Human Resources Department on 0191 378 6100.
The Banks Group is committed to equality of opportunity.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Durham: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
Application deadline: 09/06/2023
Reference ID: SERVICE DESK CONTROLLER
