Service Controller — New Branch, Customer-Focused Ops

Neos Recruitment Ltd; Devizes; On-site; GBP 37,000 - 41,000; Full time

Benefits offered by this job

Competitive salary

24 days holiday + 8 days statutory

Pension contribution

Investing in people and development

Bi-annual socials

Christmas turkey

Job summary

Neos Recruitment Ltd invites applications for a Service Controller in Devizes. You will coordinate service, repair and breakdown work for a growing material handling equipment operation, ensuring timely responses and high standards of customer service.

As part of the founding branch team, you will plan, schedule and liaise with engineers and customers, maintain ERP records, prepare quotations, and help drive process improvements across the service desk.

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.

Skills

Customer focus

Administration

Communication

Organisation

MS 365

ERP/CRM

Job description

Neos Recruitment Ltd invites applications for a Service Controller in Devizes. You will coordinate service, repair and breakdown work for a growing material handling equipment operation, ensuring timely responses and high standards of customer service.

As part of the founding branch team, you will plan, schedule and liaise with engineers and customers, maintain ERP records, prepare quotations, and help drive process improvements across the service desk.