Service Controller

Neos Recruitment Ltd; South Kesteven; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

24 days holiday

Statutory pension

Development opportunities

Bi-annual socials

Christmas turkey

Job summary

Neos Recruitment Ltd is seeking a Service Controller in Grantham to lead service desk activities for a new branch. You’ll act as the first contact for service inquiries, coordinate engineers, liaise with customers and manage job progress in Protean, ensuring timely quotes and invoicing.

The role requires strong admin, organisational and communication skills, with a proactive, solutions‑focused approach to keep customers satisfied.

Responsibilities

• Act as a first point of contact for customers requiring service, repair, maintenance or breakdown support.
• Coordinate the daily service desk activity, ensuring enquiries are handled promptly and professionally.
• Plan, schedule and allocate work to field service engineers, balancing requirements and urgency.
• Liaise with customers to confirm service requirements and provide updates throughout the job.
• Raise, monitor and progress service jobs through the ERP system (Protean) with accurate records.
• Prepare quotations for repair work and follow up to secure approval where required.
• Liaise with engineers to obtain job updates, parts requirements and completion details.
• Support ordering and coordination of parts to minimise customer downtime.
• Review engineer reports and ensure work is closed, documented and invoiced.
• Support accurate and timely invoicing for completed service work.
• Build strong relationships with customers, engineers, suppliers and colleagues.
• Help resolve customer queries quickly and contribute to service desk performance.

Job description

Service Controller Grantham

£27 - £33,500

The Role

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

Key Responsibilities for a Service Controller

• 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

• 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 previous experience in a service controller, service coordinator, hire desk, automotive, forklift, plant, transport or engineering support role. Experience in the forklift or material handling equipment industry would be advantageous but is not essential.
• Be willing to learn, adapt and support process improvement as the branch grows.

Benefits

• We offer a competitive salary
• 24 days holiday + 8 days statutory.
• Statutory Pension contribution.
• We are committed to investing in our people, so we invest in you. Development is in your hands, and we want to enable this so your progression is only limited by what you want to achieve.
• Join us for our bi-annual socials, where you really are part of the family.
• Our long-standing family tradition, of giving staff a Christmas turkey