Service Desk Controller

Interaction Recruitment; Grantham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Permanent position

Pension scheme

Ongoing training and development

Job summary

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 help establish and develop the service function from the outset.

The Service Controller will coordinate 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

Qualifications

• > 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.
• > Experience using ERP, CRM or service management systems.
• > Good working knowledge of Microsoft 365.

Responsibilities

• 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.

Skills

Administration

Organisation

Coordination

Customer service

Communication

Multi-tasking

Attention to detail

Teamwork

Learning

Tools

ERP systems

CRM software

Microsoft 365

Job description

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

• 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 learn and support the development of new processes and procedures.
• Experience within the forklift, material handling, plant or engineering sector would be advantageous but is not essential.

The Benefits

• Permanent position
• Monday to Friday, 40 hours per week, Working hours between 7:30am and 5:30pm
• Opportunity to join a brand-new Grantham branch and be part of its founding team
• 24 days holiday + 8 statutory days
• Pension scheme
• Ongoing training and development opportunities
• Bi-annual company socials