About Us:
Leading the electric bus and coach revolution in the UK, Pelican Bus and Coach is the UK and Ireland importer and distributor for Yutong buses and coaches. Yutong is the world’s biggest bus and coach manufacturer with a daily output of 400 vehicles and a global market share of 12%.
Pelican Yutong is wholly owned by Pelican Engineering Co. Ltd which was established in 1919 and has traded continuously since that date. Pelican is a successful family business with over 230 employees across multiple sites and are committed to continuous development of our people.
About the Role
Due to continuous growth we are seeking an additional organised, professional and customer-focused Service Desk Controller / Planner to join our team.
The successful candidate will play a key role in coordinating our service operation, acting as an important link between customers, field service engineers, the admin and parts department. You will be responsible for ensuring work is scheduled efficiently, customers are kept informed and engineers have the information and resources they need to complete jobs effectively.
This is a busy and varied role that requires excellent communication skills, strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
- Liaise professionally and effectively with customers regarding service, repairs and appointments.
- Schedule and coordinate engineers' workloads and ensure jobs are planned efficiently.
- Arrange customer appointments and keep customers updated on progress and timescales.
- Act as the main point of contact between customers and the field service engineers.
- Liaise closely with field service engineers to understand job requirements, progress and completion times.
- Work closely with the Parts Department to ensure the correct parts are identified, ordered and available when required.
- Coordinate parts, labour and scheduling to minimise vehicle downtime.
- Maintain accurate service records, job details and customer information.
- Monitor outstanding jobs and follow up with field service engineers, parts and customers where necessary.
- Communicate any changes to schedules, delays or additional requirements promptly and professionally.
- Ensure all customer queries are dealt with efficiently and escalated when appropriate.
- Support the wider service team with general administration and coordination duties.
- Ensure a high level of customer service is maintained at all times.
About You
We are looking for someone who is highly organised, proactive and confident when communicating with both customers and colleagues.
You will ideally have:
- Excellent verbal and written communication skills.
- Strong attention to detail and accuracy.
- Excellent organisational and time-management skills.
- The ability to prioritise and manage multiple tasks simultaneously.
- A professional and customer-focused approach.
- The ability to remain calm and effective in a busy working environment.
- Good problem-solving skills and a proactive attitude.
- Confidence communicating with engineers, customers and internal departments.
- Good IT and administrative skills.
- Technical knowledge of buses, coaches, commercial vehicles or vehicle servicing would be an advantage, although full training can be provided for the right candidate.
- Previous experience in a service desk, service coordination, workshop administration or a similar role would be advantageous.
What's in it for you:
- a generous salary dependent upon experience
- 25 days holiday (plus stats)
- working for a very successful company as part of our lovely friendly team
working hours: 8am to 5pm Monday to Friday
please note this role does NOT support hybrid working, it is fully office based
Agencies - thanks but we've got this one
Pay: £30,000.00-£33,000.00 per year
Work Location: In person
