Service Desk Controller
8 days ago
Peterborough
Service Controller \n \n Hours: 40 hours per week \n Working Hours: Rotational coverage required between 7:30am and 5:00pm \n \n Overview \n 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. \n \n 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. \n \n 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. \n \n Benefits \n\n • Competitive salary\n, • Company pension scheme\n, • Life assurance\n, • Annual leave entitlement plus bank holidays\n, • Ongoing training and development opportunities\n, • Career progression prospects\n, • Supportive team environment\n\n \n Key Responsibilities \n\n • Respond to customer enquiries via telephone and email regarding maintenance, servicing, and equipment breakdowns.\n, • Log service requests accurately and ensure they are actioned within agreed timescales.\n, • Schedule field service engineers, taking into account location, workload, priority, and customer commitments.\n, • Maximise engineer utilisation and support a high first-time fix rate.\n, • Prioritise and coordinate reactive, planned, and contract service activities.\n, • Communicate technical information to customers in a clear and user-friendly manner.\n, • Monitor ongoing jobs and provide customers with updates on progress.\n, • Issue quotations and follow up with customers regarding outstanding proposals.\n, • Contact customers after service visits to ensure satisfaction and identify any additional requirements.\n, • Raise and process service-related invoices within agreed deadlines.\n, • Maintain accurate service records and documentation.\n, • Coordinate parts requirements for engineers and ensure materials are available when required.\n, • Monitor outstanding parts orders and proactively update customers on progress.\n, • Work closely with internal departments to ensure efficient service delivery.\n\n \n Skills, Experience and Qualifications \n \n Essential \n\n • Previous experience within a service coordination, service desk, scheduling, planning, or workshop administration role.\n, • Strong organisational and administrative skills.\n, • Experience coordinating engineers, technicians, or field-based personnel.\n, • Excellent communication and customer service skills.\n, • Ability to work effectively in a fast-paced environment and manage competing priorities.\n, • Good IT skills, including Microsoft Office applications.\n, • Ability to remain calm and professional under pressure.\n, • Good standard of education, including English and Maths.\n\n Desirable \n\n • Technical or engineering knowledge gained through work experience or formal qualifications.\n, • Experience within engineering, construction equipment, plant, automotive, commercial vehicle, machinery, or industrial sectors.\n, • Experience using ERP, CRM, or service management systems.\n, • Knowledge of SAP or similar business systems.\n, • Understanding of service contracts and service level agreements (SLAs).\n\n \n Personal Qualities \n\n • Professional and dependable.\n, • Strong communicator with a confident telephone manner.\n, • Positive and proactive approach.\n, • Highly organised with excellent attention to detail.\n, • Practical and solutions-focused.\n, • Able to work independently and use initiative.\n, • Flexible and adaptable.\n, • Comfortable building relationships with customers and colleagues at all levels.\n, • Motivated and committed to delivering excellent service.\n, • Trustworthy and able to handle confidential information appropriately.\n, • Team player with a collaborative approach.\n\n