Type: Permanent, Full-time

Working hours:  Mon – Fri, 40 hours, 8am – 5pm.

Job Function: To ensure the smooth, efficient, and cost-effective running of the Breakdown function.

Reporting to: Senior Breakdown Controller.

Liaising with: FSE’s, Service Manager, Operations Team, Customers & Suppliers.

What we are looking for: We provide Welfare Units for hire to companies that require on-site facilities. Each unit is equipped with toilets, kitchens, and comes powered by generators and solar panels to ensure consistent operation.

When issues arise, customers call our breakdown line, and that’s where the Breakdown Controller steps in. This role involves swiftly resolving problems, whether that means dispatching a driver with a replacement kettle or microwave, guiding customers through a generator reset, or coordinating a Field Service Engineer visit.

We’re looking for someone who thrives under pressure, thinks creatively to solve problems, and understands the importance of managing costs without compromising on customer service.

Responsibilities:

• Receiving breakdown calls and providing solutions.
• Communicating with customers via phone/email and giving regular progress updates on unit repair status.
• Ensure unit downtime is kept to an absolute minimum and escalate where necessary.
• Liaising with other departments to raise purchase orders, recharges and liaising with accounts on any billing queries.
• Interact closely with other departments, in particular, finance, stock and sales.
• Provide a high level of accuracy and detail on all records created within Syrinx.
• Always maintain professional and courteous conversational dialogue when speaking with customers on the telephone and when customers visit our premises.
• Follow company’s Employee handbook policies and procedures.
• Any other ad-hoc duties.

Requirements:

• Excellent written and verbal communication skills.
• Excellent attention to detail.
• Well organised and strong planning skills.
• Solid knowledge of Microsoft Office programs.
• Previous customer service experience.
• Prior breakdown is desirable, but not essential.
• Good interpersonal skills.
• Problem solver with ability to work well under pressure and to tight deadlines.

For more information on this position, please apply today with your latest CV hr@kellinggroup.com