Regional Service Co-ordinator

🔒 Confidential Employer

Posted 7 May 2026

LOCATION

Elland

TYPE

Full-time

LEVEL

Associate

SKILLS

Customer Service Call Handling Scheduling Data Entry Communication Time Management Problem Solving Teamwork

FULL DESCRIPTION

Regional Service Co-ordinator

Location: Elland, West Yorkshire, UK

Company: [Employer hidden — sign up to reveal]

Reports to: Service Control Supervisor

Direct Reports: None

Purpose of the role

The purpose of the role is to support the Regional Service Controllers and Breakdown Controllers in ensuring all maintenance and repair activities are managed proactively. This includes taking inbound calls from our customers for Service Control – this could be a customer reporting a vehicle fault to a vehicle being off the road, or that they are seeking an update on an engineer visit etc. Supporting with outbound calls to customers and mobile service engineers, ensuring systems are updated accurately and in a timely manner, supporting with parts ordering and distribution of parts, and general administration support.

Responsibilities

To provide first class 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 monitor and organise all service inspection contracts.
To work within Service Control 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 take customer calls and log repair notifications.
To allocate appropriate Mobile Service Engineer response to meet customer requirements.
Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost-efficient manner.
Liaise with Regional Service Controllers and Breakdown Controllers 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.
Work with the Regional Service Controllers and Breakdown Controllers to ensure maximum utilisation of Mobile Service Engineering resource according to capacity and geographical location.
To reschedule jobs and resources according to emerging customer needs and resource availability.
Ensure all service records are received from the appropriate Mobile Service Engineer and are accurate.
To ensure that all 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.
Undertake any other duties consistent with the purpose of this job.

Key Result Areas

Call handling efficiencies.
Up to date and clear administration.
To assist with and keep WIP at a manageable level.
To assist with administration of aged jobs and invoice queries.
Effective time management and allocation of resources.
Support the Regional Controller with the effective and efficient planning of Mobile Service Engineers (including 3rd party Engineers) working hours.
Effectively manage customer enquiries.
Monitoring engineers’ documentation.

Standards of Performance

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.
To actively support the Regional Service Controllers and Breakdown Controllers and play a part in the planning and coordinating of all service work that is due to be carried out.
Develop own competence to meet requirements of job.

Why You’ll Love Working Here

25 days holiday plus Bank Holidays (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 – 24-hour helpline for support with life's challenges.
Health Shield Medical Cash Plan – cash back for medical expenses.
GP Anytime – online 24/7 appointment service.
Training and Development – equipment training, Management Development Programme, apprenticeships.
Cycle to Work Scheme.
Occupational Health Support and Health Surveillance.
My Benefits Platform – discounts on retail, health & wellness, entertainment, home & DIY.
Independent Free Mortgage Advice.

[Employer hidden — sign up to reveal] is an equal opportunity employer. For more information, visit www.terbergdts.co.uk.