The Adecco Group
Service Desk Controller
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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.
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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.
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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.
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