Service Controller: Customer & Field Ops Lead

Confidential; Devizes; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

24 days annual leave

Company pension scheme

Training and career progression

Company social events

Growing operation

Job summary

Confidential is seeking a Service Controller in Devizes to coordinate service, maintenance, repair and breakdown work for customers across the region. You will work closely with field service engineers and internal teams to ensure efficient scheduling, timely updates and accurate invoicing.

The role suits an organized, customer-focused individual with strong problem-solving skills, capable of managing competing priorities in a busy service environment.

Qualifications

• Excellent organisational, administrative and coordination skills.
• Strong customer service focus with a 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

Proactive problem solving

IT skills

ERP systems

Independence

Tools

Protean

Sage

Microsoft 365

Job description

Confidential is seeking a Service Controller in Devizes to coordinate service, maintenance, repair and breakdown work for customers across the region. You will work closely with field service engineers and internal teams to ensure efficient scheduling, timely updates and accurate invoicing.

The role suits an organized, customer-focused individual with strong problem-solving skills, capable of managing competing priorities in a busy service environment.