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

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

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

Essential

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

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

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