Service Controller: Scheduling, Repairs & Customer Care

Interaction Recruitment PLC; West Stow; Vor Ort; GBP 30.000 - 35.000; Vollzeit

Benefits dieser Stelle

24 days’ annual leave

Company pension scheme

Training and career progression

Company socials

Zusammenfassung

Interaction Recruitment PLC in the East of England is recruiting for a Service Controller to join our Bury St Edmunds team. You will coordinate service, maintenance, repair and breakdown work for customers across the region.

The role requires strong organisation, a customer-focused approach, and the ability to manage priorities in a busy service desk. Familiarity with Protean or similar systems, and experience in ERP/CRM is advantageous.

Qualifikationen

• 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 confidence to liaise with customers and internal teams.
• Experience using ERP, CRM or service management systems; knowledge of Protean, Sage or similar systems would be beneficial.

Aufgaben

• 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.

Kenntnisse

Organisation

Customer service

Attention to detail

Communication

Prioritisation

ERP/CRM experience

Team coordination

Tools

Protean

Sage

Jobbeschreibung

Interaction Recruitment PLC in the East of England is recruiting for a Service Controller to join our Bury St Edmunds team. You will coordinate service, maintenance, repair and breakdown work for customers across the region.

The role requires strong organisation, a customer-focused approach, and the ability to manage priorities in a busy service desk. Familiarity with Protean or similar systems, and experience in ERP/CRM is advantageous.