Service & Compliance Control Supervisor

Dawsongroup; Brighouse; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Life assurance

Cycle to Work

Wellbeing support

Generous leave

Training & progression

Long-term incentives

Job summary

Dawsongroup EMC in Brighouse seeks an experienced Service & Breakdown Control Supervisor, Service Controller or Fleet Controller to lead our Service and Breakdown Control teams and drive day-to-day performance, vehicle availability and the customer experience.

You will coach Controllers, manage workloads, monitor KPIs and SLAs, and coordinate with engineers, suppliers and customers to reduce downtime and improve availability.

Qualifications

• Experience leading, supervising or coordinating people within a busy operational environment.
• Experience managing service or breakdown activity, scheduling, suppliers and workloads.
• Comfortable working with KPIs, SLAs and WIP, using information to identify risks and drive action.
• Strong communication and organisational skills, especially with multiple priorities.

Responsibilities

• Lead, coach and support Service and Breakdown Controllers, allocating workloads and ensuring team coverage.
• Oversee service events, breakdowns, third‑party bookings and Mobile Engineer diaries from notification to completion.
• Maintain control of Work In Progress with 14‑day targets and clear delay resolution actions.
• Monitor KPIs and SLAs such as HGV downtime, fleet availability and supplier performance.
• Act as escalation point, collaborating with Operations, Engineering, Compliance and customers to resolve issues.

Skills

Team leadership

Service control

Scheduling

KPIs & SLAs

IT systems for scheduling

Job description

About this Role

Are you an experienced Service & Breakdown Control Supervisor, Service Controller or Fleet Controller looking for a role where you can lead people while keeping a busy HGV operation moving? Based in Brighouse within Dawsongroup EMC, you will lead our Service and Breakdown Control teams, taking ownership of day-to-day performance, vehicle availability and the customer experience.

• Lead, coach and support Service and Breakdown Controllers, allocating workloads and maintaining effective team cover.
• Oversee service events, breakdowns, third-party bookings and Mobile Engineer diaries from initial notification through to completion.
• Maintain strong control of Work In Progress, with open jobs kept below the 14-day target and clear actions in place to resolve delays.
• Monitor operational KPIs and SLAs, including HGV downtime, fleet availability, compliance, supplier performance and customer communication.
• Act as an escalation point, working across Operations, Mobile Engineering, Compliance, Commercial, depots, customers and suppliers to resolve issues.

About You

You will bring experience from a similar service control, breakdown, fleet, engineering support or operational environment, alongside the confidence to lead and support a team. You do not need to arrive knowing every part of our business, we are interested in transferable experience, good judgement and your ability to keep people and priorities moving in the right direction.

• Experience leading, supervising or coordinating people within a busy operational environment.
• Experience managing service or breakdown activity, scheduling, suppliers and operational workloads.
• Comfortable working with KPIs, SLAs and WIP, using information to identify risks and drive action.
• Strong communication and organisational skills, particularly when managing competing priorities, customers and suppliers.
• Confident using IT systems for scheduling, job tracking, reporting and operational administration.

Not sure you meet every point listed? We are looking for relevant experience and transferable skills, not a perfect CV, so if you can see yourself succeeding in this role, we encourage you to apply.

About Us

Dawsongroup has been in business since 1935 and operating in asset rental for over 50 years, combining long-established values with a continued focus on smarter asset strategies and customer service. Within Dawsongroup EMC, we provide specialist assets and support across the environmental, municipal and civil sectors, with our people playing a vital role in keeping customers operational.

• 2x Life assurance scheme.
• Seasonal gifts, Cycle to Work scheme, plus wellbeing and mental health support.
• 24 days standard leave allowance + Birthday + plus Bank Holidays + up to 10 days extra (time served and purchase scheme).
• Funded training and internal progression pathways, both nationally and worldwide.
• Long-term incentives designed to recognise your contribution.

About Your Future

This is an opportunity to move beyond simply controlling individual jobs and take ownership of the performance, development and improvement of a combined Service and Breakdown Control function. You will have the opportunity to develop your leadership capability while helping us improve processes, reduce downtime and build an operation where customers and colleagues receive a consistently strong service.

• Develop the capability and confidence of Service and Breakdown Controllers through coaching and regular performance conversations.
• Use WIP, KPI and operational information to identify recurring issues and introduce practical improvements.
• Help improve Mobile Engineer utilisation, supplier performance and HGV fleet availability.
• Work collaboratively across Dawsongroup EMC, building experience and relationships beyond your immediate team.
• Access funded development and internal career opportunities as you grow with the business.

Dawsongroup is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Ready to take ownership of a key operational team and build your future with a business that invests in its people? Join Dawsongroup EMC and show us what you can bring, because our people are our greatest asset.

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