Service Desk Controller

Just Recruitment Group; Witham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Just Recruitment is partnering with a growing company in Witham to recruit a Service Desk Controller. The role supports the field service team, ensuring SOPs are followed and customers receive efficient, professional service.

Reporting to the Office Team Leader, you will allocate jobs to engineers via the ERP system, maximise service hours, and help reduce customer waiting times in a fast-paced environment.

Qualifications

• Experience delivering high-quality customer service and support.
• Able to communicate clearly by phone and email with customers.
• Proficient in coordinating tasks and scheduling with engineers.
• Able to identify customer requirements and liaise with internal teams.

Responsibilities

• Provide product and technical information tailored to customer requirements.
• Handle enquiries via telephone and email with professional communication.
• Allocate jobs to engineers via the ERP system and schedule work efficiently.
• Identify customer product requirements and liaise with suppliers/purchasing as needed.
• Assist in resolving customer issues, documenting complaints and escalating when needed.
• Proactively review service disputes to identify root causes and corrective actions.

Skills

Customer service

Communication

Time management

Team collaboration

Tools

ERP system

Job description

Just Recruitment is delighted to be partnering with a successful and growing company based in Witham to recruit a Service Desk Controller.

Reporting to the Office Team Leader, you will play a central role in supporting the field service team, ensuring that standard operating procedures are followed, customer service standards are maintained, and customers receive an efficient, professional and high-quality service.

Key Responsibilities:

• Provide product and technical information, offering advice tailored to individual customer requirements.
• Handle customer enquiries via telephone and email, ensuring clear, timely and professional communication.
• Identify customer product requirements and liaise with suppliers and the purchasing department where necessary.
• Assist in resolving customer issues, documenting complaints and escalating more serious matters to the Branch Manager.
• Allocate jobs to engineers via the ERP system, ensuring effective and efficient scheduling.
• Maximise service hours and ensure the efficient utilisation of regional service engineers, helping to reduce customer waiting times.
• Proactively review customer service disputes to identify root causes and implement appropriate corrective actions.

Working Hours Monday to Friday, 8:30am - 5:00pm.

If you have strong organisational skills, excellent customer service abilities and enjoy working in a fast-paced service environment, this could be an excellent opportunity to join a successful and growing business