Service Supervisor

Wallace Hind Selection LTD; West Bromwich; On-site; GBP 24,000 - 40,000; Full time

Benefits offered by this job

Overtime on Saturdays

Holiday entitlement 33 days

Pension plans

Death-in-service

Sick pay

Critical illness covers

Career progression

Discount hub

Job summary

Wallace Hind Selection LTD is seeking a Service Supervisor for our West Bromwich operation. You will coordinate Field Service Engineers, manage customer requests, and ensure engineers have what they need to complete repairs on time.

In this role you’ll handle calls, plan workloads, monitor progress, and maintain accurate paperwork, while coordinating with depot management and parts teams. A customer‑focused mindset and strong organisational skills are essential.

Qualifications

• Experience in customer service, service coordination or aftersales environments.
• Strong organisational and planning skills with the ability to manage multiple priorities.
• Confident communication with customers, engineers and internal teams.
• Proficient with Microsoft Office and related systems.

Responsibilities

• Taking customer calls and booking service jobs.
• Allocating work to Field Service Engineers based on priority and location.
• Ensuring engineers have the correct information, parts and resources to complete repairs.
• Monitoring job progress and updating customers throughout.
• Managing holiday requests and acting as first point of contact for engineer absences.
• Reviewing job write-ups and ensuring paperwork is complete.
• Processing jobs through to invoice and resolving queries.

Skills

Customer service

Service coordination

Planning

Communication

Microsoft Office

Tools

ADP systems

PDA systems

Job description

Overview

We're looking for a Service Supervisor who enjoys being at the heart of a busy operation. This is a role for someone who thrives on variety, enjoys building relationships, and takes pride in delivering excellent customer service. You'll be the key link between our customers, Field Service Engineers, Parts Department, and Depot Management team, ensuring work is planned efficiently and completed to the highest standard.

Location

West Bromwich

Job Description

As our Service Supervisor, you'll take ownership of the day‑to‑day coordination of our Field Service Engineers, making sure customers receive the support they need and engineers have everything required to complete the job successfully.

Responsibilities

• Taking customer calls and booking service jobs
• Allocating work to Field Service Engineers based on priority and location
• Ensuring engineers have the correct information, parts and resources to complete repairs
• Monitoring job progress and keeping customers updated throughout
• Managing holiday requests and acting as the first point of contact for engineer absences
• Reviewing job write‑ups and ensuring all paperwork is accurate and complete
• Processing jobs through to invoice stage and resolving invoice queries

Person Specification

• Experience in customer service, service coordination, service control or aftersales environment
• Strong organisational and planning skills
• The ability to manage multiple priorities at the same time
• Confidence in communicating with customers, engineers and internal teams
• Good commercial awareness and attention to detail
• Experience using Microsoft Office applications
• Knowledge of ADP systems and PDA systems would be advantageous
• Mechanical knowledge of plant vehicles or similar plant equipment would be beneficial, but not essential

Benefits

• Basic salary: up to £40,000
• Overtime available, including two Saturdays per month
• Starting at 33 days of holiday per year, increasing with service
• Pension plans, death‑in‑service coverage, and company sick pay
• Critical illness covers and professional support resources are provided
• Access to the company Reward Hub for retail discounts and travel deals, as well as ongoing opportunities for career progression

EEO Statement

Wallace Hind Selection, alongside our client embrace diversity, champion equality, and foster inclusion to create a work environment where everyone belongs and thrives.