Service Controller

NEOS Recruitment; Grantham; On-site; GBP 27,000 - 34,000; Full time

Job summary

NEOS Recruitment is seeking a Service Controller for our Grantham branch. You'll coordinate service, repair and breakdown work across our customer base, working closely with customers, field engineers and internal teams to ensure timely, accurate service delivery.

The role suits an organised, proactive communicator with strong administration skills and experience using ERP/CRM systems. Salary £27,000–£33,500 with excellent career development in a growing operation.

Qualifications

• Be highly customer-focused with a professional service approach.
• Excellent administration, organisation and coordination skills.
• Confident communication by telephone, email and in person.
• Able to prioritise work effectively in a busy service desk environment.

Responsibilities

• Be first point of contact for customers needing service, repair, maintenance or breakdown support.
• Coordinate daily service desk activity, ensuring enquiries are handled promptly and accurately.
• Plan, schedule and allocate work to field service engineers considering urgency and availability.
• Liaise with customers to confirm requirements, arrange attendance and manage expectations.

Skills

Customer-focused

Administration

Organisation

Communication

Prioritisation

Attention to detail

Teamwork

Problem solving

Tools

Microsoft 365

Protean

Sage

CRM systems

Job description

Service Controller

Grantham

£27,000 - £33,500

Neos are working with a growing material handling equipment operation in the region, who are looking to add a capable, positive and customer-focused Service Controller to their team.

The Role

An exciting opportunity has arisen for a Service Controller to join a new Grantham branch.

This is a key service desk role, responsible for coordinating service, repair and breakdown work across the material handling equipment customer base. Working closely with customers, field service engineers, the wider service team and internal departments, you will help ensure that customer enquiries are handled professionally, engineers are scheduled effectively, and service work is completed accurately, efficiently and to a high standard.

As part of the founding branch team, this role will suit someone who enjoys being organised, solving problems, communicating clearly and helping to build strong customer relationships in a busy service environment.

Key Responsibilities for a Service Controller

As a service controller, you will:

• Act as a first point of contact for customers requiring service, repair, maintenance or breakdown support.
• Coordinate the daily service desk activity, ensuring customer enquiries are handled promptly, professionally and accurately.
• Plan, schedule and allocate work to field service engineers, balancing customer requirements, engineer availability, location, skillset and urgency.
• Liaise with customers to confirm service requirements, arrange attendance, provide updates and manage expectations throughout the job.
• Raise, monitor and progress service jobs through the company's service ERP system (Protean), ensuring records are accurate and kept up to date.
• Prepare quotations for repair work and follow up with customers to secure approval where required.
• Liaise with engineers to obtain job updates, parts requirements, technical information and completion details.
• Support the timely ordering and coordination of parts where required to minimise customer downtime.
• Review completed engineer reports and ensure work is correctly closed down, documented and ready for invoicing.
• Support accurate and timely invoicing for completed service work.
• Build effective working relationships with customers, engineers, suppliers and colleagues across the wider business.
• Help resolve customer queries or issues quickly, professionally and with a focus on service excellence.
• Work with the wider service team to improve processes, communication and service desk performance as the new branch develops.

Key Skills and Experience

The ideal candidate:

• Be highly customer-focused and committed to delivering a professional service.
• Have excellent administration, organisation and coordination skills.
• Be confident communicating by telephone, email and face to face.
• Be able to prioritise work effectively in a busy service desk environment.
• Have strong attention to detail and take pride in accurate record keeping.
• Be comfortable dealing with customers, engineers and internal teams in a calm and professional manner.
• Be proactive, practical and solutions-focused when dealing with issues or changing priorities.
• Be able to work well as part of a team and contribute positively to a new branch environment.
• Have a good working knowledge of Microsoft 365 packages.
• Have experience using ERP, CRM or service management systems. Experience with Sage, Protean or similar systems would be advantageous.
• Have