Service Controller

Confidential; Bury St Edmunds; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Career development

Company socials

24 days leave + Bank holidays

Job summary

Confidential is seeking a Service Controller to oversee service, maintenance, repair and breakdown work for customers in the Bury St Edmunds region. You’ll coordinate daily service desk activities, schedule engineers, manage customer expectations and raise quotations to drive timely invoicing.

The role suits an organized, customer-focused professional with strong prioritisation and problem-solving abilities.

Qualifications

• Excellent organisational, administrative and coordination skills.
• Strong customer service focus and professional telephone manner.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent attention to detail and accurate record-keeping skills.
• Strong communication skills and the confidence to liaise with customers, engineers and internal teams.
• A proactive, practical and solutions-focused approach.
• Good IT skills, including Microsoft 365.
• Experience using ERP, CRM or service management systems; knowledge of Protean, Sage or similar systems would be beneficial.
• The ability to work independently while contributing positively to a wider team.

Responsibilities

• Act as the first point of contact for customers requiring servicing, repairs, maintenance or breakdown support.
• Coordinate daily service desk activities, ensuring enquiries are handled promptly and accurately.
• Plan, schedule and allocate work to field service engineers, taking account of customer requirements, availability, location, skills and urgency.
• Liaise with customers to arrange engineer visits, provide updates and manage expectations.
• Raise, monitor and update service jobs using the company's service management system, Protean.
• Prepare quotations for repair work and follow up with customers to obtain approval.
• Liaise with engineers regarding job progress, parts requirements, technical information and completion reports.
• Coordinate parts requirements where necessary to minimise customer downtime.
• Review completed engineer reports and ensure jobs are accurately documented and ready for invoicing.
• Support the timely and accurate invoicing of completed service work.
• Build effective working relationships with customers, engineers, suppliers and colleagues.
• Resolve customer queries and service issues professionally and efficiently.
• Support improvements to service desk processes, communication and overall performance.
• Follow company health and safety, environmental and operational procedures.

Skills

Organisational skills

Customer service

Prioritisation

Attention to detail

Communication skills

IT skills

ERP/CRM experience

Tools

Protean

Sage

Job description

Service Controller

Location: Bury St Edmunds, Suffolk
Salary: Competitive
Hours: Monday to Friday, 40 hours per week, between 7:30am and 5:30pm
Benefits: 24 days annual leave plus bank holidays, pension, career development opportunities and company socials

The Opportunity

Interaction Recruitment are recruiting on behalf of a growing materials handling equipment business for a Service Controller to join their team in Bury St Edmunds.

This is an exciting opportunity to play a key role in a developing operation, coordinating service, maintenance, repair and breakdown work for customers across the region.

Working closely with customers, field service engineers and internal departments, you will ensure jobs are scheduled efficiently, customer enquiries are handled professionally and service work is completed accurately and on time.

This role would suit an organised, customer-focused individual who enjoys problem-solving, managing competing priorities and working in a busy service environment.

Experience within service coordination, engineering, automotive, plant hire, transport or a similar operational environment would be advantageous, although experience in the forklift or materials handling industry is not essential.

Key Responsibilities

• Act as the first point of contact for customers requiring servicing, repairs, maintenance or breakdown support.
• Coordinate daily service desk activities, ensuring enquiries are handled promptly and accurately.
• Plan, schedule and allocate work to field service engineers, taking account of customer requirements, availability, location, skills and urgency.
• Liaise with customers to arrange engineer visits, provide updates and manage expectations.
• Raise, monitor and update service jobs using the company's service management system, Protean.
• Prepare quotations for repair work and follow up with customers to obtain approval.
• Liaise with engineers regarding job progress, parts requirements, technical information and completion reports.
• Coordinate parts requirements where necessary to minimise customer downtime.
• Review completed engineer reports and ensure jobs are accurately documented and ready for invoicing.
• Support the timely and accurate invoicing of completed service work.
• Build effective working relationships with customers, engineers, suppliers and colleagues.
• Resolve customer queries and service issues professionally and efficiently.
• Support improvements to service desk processes, communication and overall performance.
• Follow company health and safety, environmental and operational procedures.

About You

To be successful in this role, you will have:

• Excellent organisational, administrative and coordination skills.
• A strong customer service focus and a professional telephone manner.
• The ability to manage competing priorities in a fast-paced environment.
• Excellent attention to detail and accurate record-keeping skills.
• Strong communication skills and the confidence to liaise with customers, engineers and internal teams.
• A proactive, practical and solutions-focused approach.
• Good IT skills, including Microsoft 365.
• Experience using ERP, CRM or service management systems; knowledge of Protean, Sage or similar systems would be beneficial.
• The ability to work independently while contributing positively to a wider team.

Previous experience in a Service Controller, Service Coordinator, Hire Desk, Transport Coordinator or similar role would be advantageous. Experience within engineering, automotive, plant or materials handling equipment would also be beneficial but is not essential.

What's on Offer?

• Competitive salary.
• 24 days annual leave plus 8 bank holidays.
• Company pension scheme.
• Opportunities for training, development and career progression.
• Company social events twice a year.
• The opportunity to join a growing operation and play an important part in developing the branch.