Service Controller - Growth-Focused Coordination Lead

Confidential; Bury St Edmunds; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Career development

Company socials

24 days leave + Bank holidays

Job summary

Confidential is seeking a Service Controller to oversee service, maintenance, repair and breakdown work for customers in the Bury St Edmunds region. You’ll coordinate daily service desk activities, schedule engineers, manage customer expectations and raise quotations to drive timely invoicing.

The role suits an organized, customer-focused professional with strong prioritisation and problem-solving abilities.

Qualifications

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

IT skills

ERP/CRM experience

Tools

Protean

Sage

Job description

Confidential is seeking a Service Controller to oversee service, maintenance, repair and breakdown work for customers in the Bury St Edmunds region. You’ll coordinate daily service desk activities, schedule engineers, manage customer expectations and raise quotations to drive timely invoicing.

The role suits an organized, customer-focused professional with strong prioritisation and problem-solving abilities.