Service Controller

Quest Employment; Peterborough; On-site; GBP 31,000 - 37,000; Full time

Job summary

Quest Employment is recruiting for a Service Controller based in Peterborough. This office-based, full-time, permanent role coordinates field engineers, handles customer breakdowns, schedules work, and manages parts and paperwork to keep jobs moving.

The ideal candidate has 3+ years in service coordination or scheduling, with knowledge of plant/machinery or vehicles and a hands-on engineering background or relevant technical qualification. Salary up to £34,000.

Qualifications

• At least three years’ experience in service coordination, telephone scheduling or workshop planning.
• Knowledge of plant, machinery or specialist vehicles is important.
• Hands-on engineering experience or a relevant technical qualification is required.

Responsibilities

• Take incoming calls and emails from customers reporting breakdowns or maintenance and log details accurately.
• Plan and schedule engineers’ workloads considering complexity, travel, priorities and SLAs.
• Ensure parts are ordered and allocated correctly and chase outstanding items; keep customers updated.

Skills

Service coordination

Telephone scheduling

Workshop planning

Customer communication

Education

Technical qualification

Tools

SAP

Job description

Service Controller

Office Based | Up to £34,000 per annum | Full Time, Permanent

Are you brilliant at keeping customers calm, engineers organised and several plates spinning without letting any of them hit the floor?

We’re looking for an experienced Service Controller to join a busy customer support team. You’ll be the person in the middle of the action, coordinating field engineers, responding to customer breakdowns, arranging parts and making sure every job keeps moving.

In other words, when somebody asks, “What’s happening with this job?”, you’ll already know the answer.

What you’ll be doing

You’ll take incoming calls and emails from customers reporting breakdowns or requesting maintenance, log the details accurately and decide what needs to happen next.

You’ll plan and schedule engineers’ workloads, taking account of job complexity, travel, customer priorities and service-level agreements. You’ll also make sure parts are ordered and allocated correctly, chase anything outstanding and keep customers updated along the way.

There will be quotations to follow up, invoices to raise and plenty of service paperwork to keep under control. You may also need to explain minor technical issues to customers in plain English, rather than baffling them with engineering speak.

What we’re looking for

You’ll ideally have at least three years’ experience in service coordination, telephone scheduling or workshop planning.

Knowledge of plant, machinery or specialist vehicles will be important, along with either hands‑on engineering experience or a relevant technical qualification.

You’ll also need to be:

• Calm when the phone is busy and everyone wants an answer
• Highly organised and comfortable changing priorities
• Confident speaking with customers, engineers and colleagues
• Accurate with paperwork, systems and invoicing
• Practical, sensible and able to solve problems without creating three more

SAP experience would be useful, but it isn’t the only thing that matters. A strong service background, technical understanding and the ability to keep control of a busy workload will count for plenty.

Why you might not like it

Let’s be honest.

This is an office-based role, so it won’t suit someone looking for hybrid or remote working.

The phone will ring, plans will change and urgent jobs will occasionally arrive just as you think the day is under control. You’ll be dealing with breakdowns, back‑ordered parts and customers who quite reasonably want quick answers.

You’ll also need to cover operating hours between 7.30am and 5.00pm on a rota basis.

If you prefer a quiet inbox, a predictable diary and nobody asking where their engineer is, this probably isn’t your role.

If you enjoy being the organised one who keeps everything moving, however, you may have just found your natural habitat.

Salary: Up to £34,000 per annum
Hours: 40 hours per week
Location: Office based
Contract: Permanent

This role is being managed by Bea Ukaye at our Peterborough Branch.