Service Controller | Scheduling & Customer Care

Interaction Recruitment PLC; Bury St Edmunds; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

24 days’ annual leave plus bank hols

Company pension scheme

Career development opportunities

Company socials

Job summary

Interaction Recruitment PLC is assisting a growing materials handling equipment business in Bury St Edmunds by recruiting a Service Controller. You will coordinate service, maintenance and breakdown work, liaise with customers and engineers, and ensure timely, accurate scheduling and invoicing.

Ideal candidates will have strong organisational and communication skills, experience with ERP/CRM systems (Protean, Sage), and a proactive approach in a busy service environment.

Qualifications

• Excellent organisational, administrative and coordination skills.
• Strong customer service focus with professional telephone manner.
• Ability to manage competing priorities in a fast-paced environment.
• Attention to detail and accurate record-keeping.
• Strong communication and liaison skills with customers and engineers.
• Proactive, practical and solutions-focused approach.
• Good IT skills including Microsoft 365.
• Experience using ERP, CRM or service management systems such as Protean or Sage.

Responsibilities

• Act as the first point of contact for customers needing 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 considering customer requirements and urgency.
• Liaise with customers to arrange engineer visits and provide updates.
• Raise, monitor and update service jobs using Protean.
• Prepare quotations for repair work and follow up for approval.
• Liaise with engineers regarding progress, parts and reports.
• Coordinate parts requirements to minimise downtime.
• Review engineer reports and ensure invoicing readiness.
• Support timely invoicing of service work.

Skills

Organisational skills

Administrative skills

Coordination

Customer service

Communication

IT skills (Microsoft 365)

ERP/CRM familiarity

Independent work

Tools

Protean

Sage

CRM systems

ERP software

MS 365

Job description

Interaction Recruitment PLC is assisting a growing materials handling equipment business in Bury St Edmunds by recruiting a Service Controller. You will coordinate service, maintenance and breakdown work, liaise with customers and engineers, and ensure timely, accurate scheduling and invoicing.

Ideal candidates will have strong organisational and communication skills, experience with ERP/CRM systems (Protean, Sage), and a proactive approach in a busy service environment.