Fails and Service Coordinator
Three-shift rotating day pattern: 40 hr week
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06:00–14:30
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08:00–16:30
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09:30–18:00
With a head office based centrally in Birmingham, BCA Logistics is a provider of vehicle inspection, collection, and delivery services within the automotive supply chain nationwide. Operating at the end of vehicle contracts, BCA Logistics inspects and collects over 600,000 vehicles per year, making it the UK’s largest provider of these services, with further growth planned.
This is an exciting opportunity to join BCA Logistics, a fast-paced company that truly values your skills and hard work.
Main Purpose of the Role
BCA Logistics (BCAL) is seeking a Fails and Service Coordinator whose primary responsibility is to manage day-to-day operational activities while providing support to drivers on the road. You will help ensure key operational targets, service levels, and customer expectations are consistently achieved.
As a Fails and Service Coordinator, you will be motivated, hardworking, and driven to help others succeed. You will require strong knowledge of company operating procedures, customer SLAs, internal processes, and operational deliverables in order to provide quick and accurate support to drivers.
This role is office-based at our Head Office in Birmingham, B37.
Main Responsibilities
• Manage daily operational requirements to ensure Customer SLA performance is achieved.
• Allocate and cover work in the most cost-effective and secure way to protect customer performance.
• Work closely with drivers to deliver a 5-star service that exceeds customer expectations.
• Build successful working relationships with drivers to enable high-quality service delivery.
• Understand individual driver skills, abilities, and customer needs when allocating work or covering fails.
• Liaise with recruitment to maintain optimal driver coverage and discuss hiring requirements and leavers.
• Handle inbound and outbound calls with drivers.
• Troubleshoot and resolve issues efficiently and professionally.
• Liaise with the Planning Team regarding reallocation of work.
• Provide accurate and proactive updates to the Customer Service Team.
• Provide out-of-hours emergency cover on a rota basis.
• Respond promptly to emails from team members, departments, and key stakeholders.
Essential Criteria
• Confident communicator at all levels
• Highly organised with strong multitasking ability
• Strong problem-solving skills
• Able to build good working relationships quickly
• Reliable with excellent interpersonal skills
• Able to work independently and as part of a wider team
• Good understanding of operational cost considerations
• IT literate, with strong competence in Microsoft Excel and internal systems