The Regional Controller is responsible for the day-to-day operational management of their region.
They own the region's workload from the point a customer contacts UK Hose through to job completion and invoicing, ensuring engineers are fully utilised, customers receive excellent service and operational standards are consistently achieved.
The Regional Controller is the primary point of contact for both customers and engineers within their region. They are expected to build strong relationships with customers, proactively identify opportunities to generate additional work, and work closely with engineers to maximise productivity, improve service levels and drive regional performance.
Success in the role is measured through operational performance, customer satisfaction, engineer utilisation, communication standards and the overall performance of the region.
Key Responsibilities
Regional Ownership
- Take full ownership of the operational performance of your region.
- Plan, coordinate and manage all engineering activity to maximise productivity and customer service.
- Ensure engineers remain productive throughout the day, minimising downtime and maximising jobs completed.
- Monitor engineer whereabouts, progress and availability throughout the day using company systems.
- Work closely with Regional Managers and the wider operations team to continuously improve regional performance.
Customer Management
- Act as the main point of contact for customers within your region.
- Build strong relationships with customers through regular communication.
- Keep customers informed of engineer ETAs, delays and job progress.
- Resolve day-to-day customer issues wherever possible, escalating only where appropriate.
- Proactively contact customers to follow up completed work, strengthen relationships and identify further opportunities.
- Look for opportunities to secure additional work by understanding customers' requirements and upcoming maintenance needs.
Job Management
- Answer incoming customer enquiries professionally and efficiently.
- Accurately create and schedule jobs within the operating system.
- Allocate work to the most appropriate engineer based on location, competency and workload
- Continually review the schedule throughout the day, reacting quickly to changes and ensuring maximum utilisation of the engineering team.
- Work closely with National Controllers to ensure National Account work is delivered seamlessly.
- Take ownership of the job completion and invoicing process for regional customers, ensuring completed job cards are accurate, all required information has been captured, and invoices are raised promptly within agreed service level agreements
Engineer Management
- Be the first point of contact for engineers throughout the working day.
- Provide clear direction, support and guidance to engineers.
- Ensure engineers start work on time and follow company operational standards.
- Monitor engineer productivity thorought the day.
- Plan and manage engineer customer visits during downtime.
- Escalate performance concerns through the appropriate management channels.
Operational Performance
- Prepare completed jobs accurately for invoicing within agreed service levels.
- Ensure job information is complete and accurate before invoicing.
- Monitor outstanding jobs and ensure they are progressed promptly.
- Support achievement of regional KPIs
Communication
- Maintain excellent communication with customers, engineers and colleagues at all times.
- Provide regular updates on service issues and operational risks.
- Escalate significant customer issues or operational concerns promptly.
- Work collaboratively with Regional Managers, National Controllers and Support Teams.
Person Specification
Knowledge, Qualifications & Experience
- Strong literacy and numeracy skills.
- Excellent IT skills, particularly with job-management or CRM systems.
- Good understanding of UK geography, travel routes, and regional logistics.
- Professional and confident telephone manner.
- Previous experience in a fast-paced customer service, operations, or coordination role is highly desirable.
Competencies
- Commercially minded, with the ability to balance customer urgency and cost efficiency.
- Proactive and able to work independently, while recognising when escalation is required.
- Exceptional communication, influencing, and relationship-building skills.
- Highly resilient, remaining calm, organised, and focused under pressure.
- Strong analytical and problem-solving skills, using data to support decision-making.
- Excellent attention to detail, accuracy, and consistency.
- Able to prioritise effectively and manage competing demands in a busy operational environment.
- Team-oriented, with the ability to collaborate effectively with engineers, regional controllers, and internal departments.
Job Types: Full-time, Permanent
Pay: Up to £35,000.00 per year
Benefits:
- Company pension
- On-site parking
- Referral programme
Work Location: In person
