Service Controller – Grantham

Bennie Group; Grantham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Development opportunities

Bi-annual socials

Christmas turkey

Job summary

Bennie Group is expanding with a new Grantham branch and invites applications for a Service Controller. The role focuses on coordinating service, repair and breakdown work for our material handling equipment customers, working closely with customers, engineers and internal teams to deliver high standards of service.

The successful candidate will manage inquiries, schedule engineers, assist with quotes and invoicing, and help drive service process improvements as the arm grows.

Qualifications

• Be highly customer-focused and committed to delivering a professional service.
• Excellent administration, organisation and coordination skills.
• Confident communicating by telephone, email and face to face.
• Able to prioritise work effectively in a busy service desk.
• Strong attention to detail and accurate record keeping.
• Calm and professional when liaising with customers, engineers and internal teams.
• Willingness to learn and support process improvement as the branch grows.

Responsibilities

• Be first point of contact for customers requiring 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 availability and urgency.
• Liaise with customers to confirm service requirements and provide updates.
• Raise, monitor and progress service jobs in Protean, keeping records up to date.
• Prepare quotations for repair work and secure approvals where required.
• Coordinate parts ordering to minimise customer downtime.
• Review engineer reports and ensure proper closure and invoicing.
• Build relationships with customers, engineers, suppliers and colleagues.

Skills

Customer focused

Administration

Coordination

Communication

Prioritisation

Attention to detail

Teamwork

Process improvement

Microsoft 365

Tools

Protean

Sage

ERP/CRM systems

Job description

Hours: Monday to Friday 40 hours per week, between 07:30 and 17:30

Job Role/Description

An exciting opportunity has arisen for a Service Controller to join our new Grantham branch. This is a key service desk role, responsible for coordinating service, repair and breakdown work across our 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.

Responsibilities

• 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.
• Promote and comply with current health and safety legislation, company health, safety and environmental policies, and safe working practices.
• Use company systems consistently and support continuous improvement in the way the service function operates.

The above list of responsibilities is not exclusive or exhaustive. The post holder may be required to undertake other reasonable duties within the scope of the role and relevant to their skills and experience.

Qualifications / 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 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.

What We Offer

Remuneration: We offer a competitive salary

Development: 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 at Bennie is only limited by what you want to achieve.

Socials: Join us for our bi-annual socials, where you really are part of the family.

Finally, Our long-standing family tradition, of giving staff a Christmas turkey