Service Desk Controller

Dunwall; Peterborough; Hybrid; GBP 29,000 - 39,000; Full time

Job summary

Dunwall is recruiting a Service Desk Controller in Peterborough to help keep operations running smoothly. The role focuses on scheduling engineers, informing customers, and managing service requests from enquiry to completion.

Based in Peterborough with hybrid working after probation, the position requires strong organisational and communication skills and experience with CRM or scheduling systems to deliver first‑class service.

Qualifications

• Experience in service desk coordination or scheduling.
• Strong organisational skills and ability to manage multiple priorities.
• Proficient with CRM or scheduling software.

Responsibilities

• Act as the first point of contact for customer enquiries via telephone and email.
• Schedule and coordinate field engineers to maximise efficiency.
• Manage reactive breakdowns, planned maintenance visits and emergency call-outs.
• Coordinate parts ordering and ensure engineers have everything required to complete jobs.
• Raise quotations and invoices accurately and in a timely manner.
• Maintain accurate service records and job updates within the internal system.
• Monitor outstanding jobs and keep customers informed throughout the process.
• Follow up quotations and support the wider team in delivering excellent customer service.

Skills

Organisational skills

Communication

CRM software

Tools

CRM scheduling systems

Scheduling systems

Job description

Service Desk Controller

Location : Peterborough

Salary : £34,000 per annum

Contract : Full-Time | Permanent

Hours: Monday - Friday | 40 Hours Per Week (7:30am - 5:00pm on a rota basis)

Hybrid Working - Work from Home 1 Day Per Week After Successful Probation

Are you an organised, proactive individual who thrives in a fast-paced environment Do you enjoy coordinating people, solving problems and delivering outstanding customer service

Our client, a well-established and growing business based in Peterborough, is looking to recruit an experienced Service Desk Controller to become a key member of their busy operations team.

This is an excellent opportunity for someone with experience in service coordination, engineer scheduling or planning who enjoys keeping things running smoothly and ensuring customers receive a first-class service.

The Role

As a Service Desk Controller, you'll be at the heart of the operation, ensuring engineers are scheduled efficiently, customers are kept informed, and service requests are managed from initial enquiry through to completion.

Working closely with engineers, customers and internal teams, you'll play a vital role in maintaining high service standards while helping the business deliver an exceptional customer experience.

Key Responsibilities

• Act as the first point of contact for customer enquiries via telephone and email.
• Schedule and coordinate field engineers to maximise efficiency.
• Manage reactive breakdowns, planned maintenance visits and emergency call-outs.
• Coordinate parts ordering and ensure engineers have everything required to complete jobs.
• Raise quotations and invoices accurately and in a timely manner.
• Maintain accurate service records and job updates within the internal system.
• Monitor outstanding jobs and keep customers informed throughout the process.
• Follow up quotations and support the wider team in delivering excellent customer service.

About You

• Previous experience within a Service Desk, Service Coordinator, Scheduler, Planner or Workshop Controller position.
• Experience scheduling engineers or coordinating field-based teams.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• Strong communication skills and confidence dealing with customers over the phone and via email.
• Good IT skills and experience using CRM or scheduling systems.
• A calm, positive and professional approach, even in a busy environment.
• Excellent attention to detail and a genuine commitment to delivering outstanding customer service.

What's on Offer

• Permanent, full-time position.
• Hybrid working - one day working from home each week after probation.
• Monday to Friday working - no weekend work.
• Join a supportive, friendly and collaborative team.
• Stable and growing business with long-term career opportunities.
• Ongoing training and development.

If you're an organised coordinator who enjoys working in a fast-moving environment and takes pride in delivering an excellent customer experience, we'd love to hear from you.