Service Controller

Interaction Recruitment Group; Bury St Edmunds; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

24 days' annual leave

Pension

Career development opportunities

Company socials

Job summary

Interaction Recruitment Group is seeking a Service Controller in Bury St Edmunds, Suffolk. The role focuses on coordinating service, maintenance, repair and breakdown work for customers across the region.

You will work closely with customers, engineers and internal teams to ensure timely, accurate service delivery. The position offers 40 hours per week, with a Monday–Friday pattern between 7:30am and 5:30pm.

Qualifications

• Excellent organisational and administrative 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.

Responsibilities

• Act as the first contact for customers needing servicing, repairs or breakdown support.
• Coordinate daily service desk activities to handle enquiries promptly.
• Plan, schedule and allocate work to field service engineers by location, skills and urgency.
• Liaise with customers to arrange engineer visits and provide updates.

Skills

Organisational skills

Customer service

Coordination

Attention to detail

Communication

IT literacy

Tools

Protean

Sage

ERP

CRM

Microsoft 365

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 i