Service Desk Controller: Scheduling & Customer Care

Interaction Recruitment PLC; Littleton Panell; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

24 days annual leave

Company pension scheme

Career development opportunities

Company socials

Job summary

Interaction Recruitment PLC is recruiting for a Service Controller in Devizes to coordinate service, maintenance, repair and breakdown work across the region. You will work with customers, field service engineers and internal teams to ensure timely, accurate service delivery and professional handling of enquiries.

Ideal candidates are organised with strong attention to detail, capable of juggling priorities and using MS 365.

Qualifications

• Excellent organisational, administrative and coordination skills.
• Strong customer service focus and a professional telephone manner.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent attention to detail and accurate record-keeping.
• Strong communication skills with customers, engineers and internal teams.
• Proactive, practical and solutions-focused approach.
• Good IT skills, including Microsoft 365.
• Experience with ERP, CRM or service management systems such as Protean or Sage.

Responsibilities

• Act as the first point of contact for customers requiring servicing, repairs, maintenance or breakdown support.
• Coordinate daily service desk activities, ensuring enquiries are handled promptly and accurately.
• Plan, schedule and allocate work to field service engineers, taking account of customer requirements, availability, location, skills and urgency.
• Liaise with customers to arrange engineer visits, provide updates and manage expectations.
• Raise, monitor and update service jobs using the company's service management system, Protean.
• Prepare quotations for repair work and follow up with customers to obtain approval.
• Liaise with engineers regarding job progress, parts requirements, technical information and completion reports.
• Coordinate parts requirements where necessary to minimise customer downtime.
• Review completed engineer reports and ensure jobs are accurately documented and ready for invoicing.
• Support the timely and accurate invoicing of completed service work.
• Build effective working relationships with customers, engineers, suppliers and colleagues.
• Resolve customer queries and service issues professionally and efficiently.
• Support improvements to service desk processes, communication and overall performance.
• Follow company health and safety, environmental and operational procedures.

Skills

Organisational skills

Customer service

Prioritisation

Attention to detail

Communication skills

Solutions-focused

Microsoft 365

CRM/ERP systems

Tools

Protean

Sage

CRM systems

Job description

Interaction Recruitment PLC is recruiting for a Service Controller in Devizes to coordinate service, maintenance, repair and breakdown work across the region. You will work with customers, field service engineers and internal teams to ensure timely, accurate service delivery and professional handling of enquiries.

Ideal candidates are organised with strong attention to detail, capable of juggling priorities and using MS 365.