Service Desk Controller - Hybrid (1 Day WFH) & Engineer Scheduling

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

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.