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The Adecco Group
Service Desk ControllerThe Adecco Group • Peterborough, England, United Kingdom
Service Desk Controller

Service Desk Controller

The Adecco Group • Peterborough, England, United Kingdom
9 days ago
Job type
  • Full-time
Job description

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.


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.

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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Service Desk Controller • Peterborough, England, United Kingdom

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