Service Desk Controller

Adecco; Peterborough; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Company pension scheme

Life assurance

Annual leave entitlement plus bank HOL

Ongoing training and development

Career progression prospects

Supportive team environment

Job summary

Adecco is seeking an organised and customer-focused Service Controller to join a busy customer support team. You will coordinate service activities, schedule field engineers, and manage customer enquiries to ensure maintenance and repair requests are handled efficiently.

The role requires strong planning, excellent communication, and a practical, solutions-focused approach, with a focus on achieving high first-time fix rates and effective collaboration with internal departments to deliver

Qualifications

• Previous experience within a service coordination, service desk, scheduling, planning, or workshop administration role.
• Strong organisational and administrative skills.
• Experience coordinating engineers, technicians, or field-based personnel.
• Excellent communication and customer service skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Good IT skills, including Microsoft Office applications.
• Ability to remain calm and professional under pressure.
• Good standard of education, including English and Maths.

Responsibilities

• Respond to customer enquiries via telephone and email regarding maintenance, servicing, and equipment breakdowns.
• Log service requests accurately and ensure they are actioned within agreed timescales.
• Schedule field service engineers, taking into account location, workload, priority, and customer commitments.
• Maximise engineer utilisation and support a high first-time fix rate.
• Prioritise and coordinate reactive, planned, and contract service activities.
• Communicate technical information to customers in a clear and user-friendly manner.
• Monitor ongoing jobs and provide customers with updates on progress.
• Issue quotations and follow up with customers regarding outstanding proposals.
• Contact customers after service visits to ensure satisfaction and identify any additional requirements.
• Raise and process service-related invoices within agreed deadlines.
• Maintain accurate service records and documentation.
• Coordinate parts requirements for engineers and ensure materials are available when required.
• Monitor outstanding parts orders and proactively update customers on progress.
• Work closely with internal departments to ensure efficient service delivery.

Skills

Service coordination

Scheduling

Planning

Workshop administration

Customer service

IT literacy

Microsoft Office

Education

English and Maths proficiency

Tools

ERP systems

CRM systems

SAP

Service management systems

Job description

Service Controller

Hours: 40 hours per week

Working Hours: Rotational coverage required between 7:30am and 5:00pm

Overview

We are seeking an organised and customer-focused Service Controller to join a busy customer support team. The successful candidate will be responsible for coordinating service activities, scheduling field-based engineers, managing customer enquiries, and ensuring maintenance and repair requests are handled efficiently.

The ideal candidate will have excellent customer service skills, a strong technical understanding of specialist vehicles, and extensive geographical knowledge to effectively coordinate engineers and respond to customer requirements.

This role requires strong planning, communication, and problem-solving skills, with the ability to prioritise workloads and deliver excellent customer service in a fast-paced environment.

Benefits

• Competitive salary
• Company pension scheme
• Life assurance
• Annual leave entitlement plus bank holidays
• Ongoing training and development opportunities
• Career progression prospects
• Supportive team environment

Key Responsibilities

• Respond to customer enquiries via telephone and email regarding maintenance, servicing, and equipment breakdowns.
• Log service requests accurately and ensure they are actioned within agreed timescales.
• Schedule field service engineers, taking into account location, workload, priority, and customer commitments.
• Maximise engineer utilisation and support a high first-time fix rate.
• Prioritise and coordinate reactive, planned, and contract service activities.
• Communicate technical information to customers in a clear and user-friendly manner.
• Monitor ongoing jobs and provide customers with updates on progress.
• Issue quotations and follow up with customers regarding outstanding proposals.
• Contact customers after service visits to ensure satisfaction and identify any additional requirements.
• Raise and process service-related invoices within agreed deadlines.
• Maintain accurate service records and documentation.
• Coordinate parts requirements for engineers and ensure materials are available when required.
• Monitor outstanding parts orders and proactively update customers on progress.
• Work closely with internal departments to ensure efficient service delivery.

Skills, Experience and Qualifications

Essential

• Previous experience within a service coordination, service desk, scheduling, planning, or workshop administration role.
• Strong organisational and administrative skills.
• Experience coordinating engineers, technicians, or field-based personnel.
• Excellent communication and customer service skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Good IT skills, including Microsoft Office applications.
• Ability to remain calm and professional under pressure.
• Good standard of education, including English and Maths.

Desirable

• Technical or engineering knowledge gained through work experience or formal qualifications.
• Experience within engineering, construction equipment, plant, automotive, commercial vehicle, machinery, or industrial sectors.
• Experience using ERP, CRM, or service management systems.
• Knowledge of SAP or similar business systems.
• Understanding of service contracts and service level agreements (SLAs).

Personal Qualities

• Professional and dependable.
• Strong communicator with a confident telephone manner.
• Positive and proactive approach.
• Highly organised with excellent attention to detail.
• Practical and solutions-focused.
• Able to work independently and use initiative.
• Flexible and adaptable.
• Comfortable building relationships with customers and colleagues at all levels.
• Motivated and committed to delivering excellent service.
• Trustworthy and able to handle confidential information appropriately.
• Team player with a collaborative approach.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.