Service Recovery Coordinator
Location: Solihull (On-site)
Salary: £26,500
BCA Logistics is the UK’s leading provider of vehicle inspection, collection, and delivery services within the automotive supply chain. Operating at the end of vehicle contracts, we inspect and collect over 600,000 vehicles annually, with plans for continued growth.
This is an exciting opportunity to join BCA Logistics, a fast-paced company that values your skills and dedication.
Main Purpose of the Role:
As a Service Recovery Coordinator, your primary responsibility is to ensure swift and effective resolution of failed vehicle collections or service issues, minimizing disruption and maintaining customer satisfaction. You will play a crucial role in troubleshooting problems, reallocating work efficiently, and providing proactive support to our driver network.
Your ability to think on your feet, communicate effectively, and implement rapid solutions will be key to ensuring we consistently meet and exceed service level agreements (SLAs).
Key Responsibilities:
Service Recovery & Issue Resolution
Rapidly assess and resolve failed vehicle collections or service disruptions.
Implement corrective actions to recover service failures, ensuring minimal impact on customer SLAs.
Provide real-time support to drivers facing issues on the road, guiding them through solutions.
Identify root causes of service failures and work with relevant teams to prevent recurrence.
Operational Efficiency & Driver Support
Allocate and reassign work efficiently to optimize driver availability and performance.
Maintain close communication with drivers, ensuring they have the support needed to complete tasks successfully.
Build strong relationships with the driver network to foster teamwork and service excellence.
Maintain awareness of individual driver skills and customer requirements when reallocating work.
Collaboration & Communication
Liaise with the Planning Team to ensure failed work is swiftly reallocated.
Work closely with Customer Service to provide proactive updates and resolutions.
Coordinate with Recruitment to maintain optimal driver coverage and discuss any staffing needs.
Take inbound and make outbound calls to drivers to manage real-time service issues.
Respond promptly to emails and requests from internal teams and key stakeholders.
Additional Responsibilities
Provide out-of-hours emergency cover on a rota basis.
Ensure all actions taken align with cost-effective and secure service delivery.
Use internal systems and Microsoft Excel to track and manage service recovery efforts.
Key Skills & Experience Required:
Strong problem-solving skills with a proactive approach to resolving service failures.
Excellent communication and relationship-building skills.
Ability to work efficiently under pressure and multitask in a fast-paced environment.
A high level of organization and attention to detail.
Confidence in working both independently and as part of a team.
Understanding of operational costs and ability to make cost-effective decisions.
IT literate, with proficiency in Microsoft Excel and in-house systems.
Benefits of Working at BCA Logistics:
25 days holiday + Bank Holidays
Company pension scheme
Free Parking
Retail and high-street discounts through our reward scheme
Internal promotion opportunities and career development pathways
Childcare vouchers
If you thrive in a fast-paced environment and enjoy the challenge of problem-solving while delivering exceptional service, we’d love to hear from you!
Apply now and be part of a dynamic team that keeps the automotive industry moving.