Service Desk Controller

Service Controller

Hours: 40 hours per week

Working Hours: Rotational coverage required between 7:30am and 5:00pm

Overview

We are seeking an organised and customer-focused Service Controller to join a busy customer support team. The successful candidate will be responsible for coordinating service activities, scheduling field-based engineers, managing customer enquiries, and ensuring maintenance and repair requests are handled efficiently.

The ideal candidate will have excellent customer service skills, a strong technical understanding of specialist vehicles, and extensive geographical knowledge to effectively coordinate engineers and respond to customer requirements.

This role requires strong planning, communication, and problem-solving skills, with the ability to prioritise workloads and deliver excellent customer service in a fast-paced environment.

Benefits

• Competitive salary
• Company pension scheme
• Life assurance
• Annual leave entitlement plus bank holidays
• Ongoing training and development opportunities
• Career progression prospects
• Supportive team environment

Key Responsibilities

• Respond to customer enquiries via telephone and email regarding maintenance, servicing, and equipment breakdowns.
• Log service requests accurately and ensure they are actioned within agreed timescales.
• Schedule field service engineers, taking into account location, workload, priority, and customer commitments.
• Maximise engineer utilisation and support a high first-time fix rate.
• Prioritise and coordinate reactive, planned, and contract service activities.
• Communicate technical information to customers in a clear and user-friendly manner.
• Monitor ongoing jobs and provide customers with updates on progress.
• Issue quotations and follow up with customers regarding outstanding proposals.
• Contact customers after service visits to ensure satisfaction and identify any additional requirements.
• Raise and process service-related invoices within agreed deadlines.
• Maintain accurate service records and documentation.
• Coordinate parts requirements for engineers and ensure materials are available when required.
• Monitor outstanding parts orders and proactively update customers on progress.
• Work closely with internal departments to ensure efficient service delivery.

Skills, Experience and Qualifications

Essential

• Previous experience within a service coordination, service desk, scheduling, planning, or workshop administration role.
• Strong organisational and administrative skills.
• Experience coordinating engineers, technicians, or field-based personnel.
• Excellent communication and customer service skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Good IT skills, including Microsoft Office applications.
• Ability to remain calm and professional under pressure.
• Good standard of education, including English and Maths.

Desirable

• Technical or engineering knowledge gained through work experience or formal qualifications.
• Experience within engineering, construction equipment, plant, automotive, commercial vehicle, machinery, or industrial sectors.
• Experience using ERP, CRM, or service management systems.
• Knowledge of SAP or similar business systems.
• Understanding of service contracts and service level agreements (SLAs).

Personal Qualities

• Professional and dependable.
• Strong communicator with a confident telephone manner.
• Positive and proactive approach.
• Highly organised with excellent attention to detail.
• Practical and solutions-focused.
• Able to work independently and use initiative.
• Flexible and adaptable.
• Comfortable building relationships with customers and colleagues at all levels.
• Motivated and committed to delivering excellent service.
• Trustworthy and able to handle confidential information appropriately.
• Team player with a collaborative approach.