Service Desk Controller

Interaction Recruitment Group; Grantham; On-site; GBP 26,000 - 36,000; Full time

Job summary

Interaction Recruitment Group is recruiting for a Service Controller in Grantham to join a brand-new regional team. The role centers on coordinating service, repair and breakdown work, maintaining strong customer relations and ensuring efficient scheduling for field engineers.

You will work with customers, engineers and internal teams to deliver high-quality service, manage inquiries and support the early development of the new branch.

Qualifications

• Experience in a service coordination or desk-based role.
• Strong organisational and administrative skills.
• Excellent customer service and communication abilities.
• Ability to manage multiple jobs and priorities simultaneously.

Responsibilities

• Act as the first point of contact for service, repairs and breakdowns.
• Coordinate daily service desk activities and handle enquiries promptly.
• Plan and allocate jobs to field engineers considering location, skills and urgency.
• Update customers with progress and manage expectations throughout jobs.
• Raise and progress service requests in the ERP/Service management system.
• Prepare quotations for repair work and secure approvals where needed.
• Maintain accurate records and support timely invoicing.
• Work with engineers, suppliers and internal teams to ensure smooth operations.

Skills

Customer service

Organisational skills

Communication

Multi-tasking

Problem solving

Teamwork

Tools

ERP systems

CRM systems

Service management software

Microsoft 365

Job description

Service Controller

Location: Grantham, Lincolnshire
Salary: Competitive, depending on experience
Hours: Monday to Friday, 40 hours per week, between 7:30am and 5:30pm
Contract: Permanent
Start: Immediate

Interaction Recruitment is recruiting on behalf of our client for an experienced and customer-focused Service Controller to join their brand-new Grantham branch.

This is an exciting opportunity to become part of the founding team of a growing material handling equipment operation, helping to establish and develop the service function from the outset.

The Service Controller will play a key role in coordinating service, repair and breakdown activity across the customer base, working closely with customers, field engineers and internal teams to ensure jobs are scheduled efficiently and completed to a high standard.

The Role

As Service Controller, your responsibilities will include:

• Acting as the first point of contact for customers requiring service, repairs, maintenance or breakdown assistance.
• Coordinating daily service desk activity and ensuring customer enquiries are dealt with promptly and professionally.
• Planning, scheduling and allocating jobs to field service engineers, taking into consideration customer requirements, engineer availability, location, skills and urgency.
• Liaising with customers to arrange engineer attendance, provide updates and manage expectations throughout the job.
• Raising, monitoring and progressing service jobs through the company's ERP/service management system.
• Preparing quotations for repair work and following up with customers to obtain approval where required.
• Liaising with engineers regarding job updates, parts requirements, technical information and completion details.
• Coordinating parts requirements to help minimise customer downtime.
• Reviewing completed engineer reports and ensuring jobs are accurately documented and closed down.
• Supporting accurate and timely invoicing of completed service work.
• Building strong working relationships with customers, engineers, suppliers and internal teams.
• Handling customer queries and resolving issues quickly and professionally.
• Supporting the wider service team with process improvements as the new branch develops.
• Working in accordance with company health, safety and environmental policies and procedures.

About You

We are looking for an organised, proactive and customer-focused individual who enjoys working in a busy environment where priorities can change quickly.

You will ideally have:

• Previous experience within a Service Controller, Service Coordinator, Hire Desk, Engineering Support, Transport, Automotive, Plant or similar role.
• Excellent administration, organisation and coordination skills.
• Strong customer service and communication skills.
• Confidence communicating with customers and engineers by telephone and email.
• The ability to prioritise and manage multiple jobs simultaneously.
• Excellent attention to detail and accurate record-keeping skills.
• A calm, professional and solutions-focused approach to problem solving.
• Experience using ERP, CRM or service management systems.
• Good working knowledge of Microsoft 365.
• The ability to work effectively as part of a team and contribute positively to a new branch environment.
• A willingness to