The Opportunity: Service Controller – Team Leader
Contract: Permanent
Location: Dewsbury
Forkway is a leading UK provider of materials handling solutions, with a team of around 100 employees operating from three specialist Handling Centres and a nationwide network of strategic service locations. We pride ourselves on delivering high-quality service and building long-term partnerships with our customers.
As a Service Controller – Team Leader you will be expected to take responsibility for the daily productivity and efficiency of the Service Team Controllers. You will produce the daily, weekly, and monthly reports for your region; support with any customer care issue’s prioritizing VOR’s, high-cost repairs and revenue generation and highlight any discrepancies in engineer time management (NP/OT & Repair times)
The Impact you will have:
Champion and promote all aspects of SHEQ, ensuring full compliance with relevant health and safety initiatives, policies, and procedures.
Maintain clear, professional, and proactive communication with customers, consistently delivering a high standard of service and engagement.
Support the Engineering Management Team in achieving and exceeding operational targets, driving performance across all service activities.
Lead forward planning and resource allocation to ensure continuous service coverage during periods of absence, training, and annual leave.
Oversee and coordinate engineers’ workloads, ensuring all maintenance activities and Vehicle Off Road (VOR) jobs are completed in line with contractual obligations and company KPIs.
Monitor and manage Work in Progress (WIP), planned maintenance (PMs), and defects, ensuring all tasks are completed within agreed timescales and performance standards.
Collaborate effectively with internal departments, taking ownership and accountability to resolve issues promptly while maintaining exceptional customer service.
Strategically schedule engineers’ daily activities to maximise efficiency, minimise downtime, and optimise travel and productivity.
Manage participation in the on-call rota, ensuring appropriate coverage for evenings and weekends in line with business requirements.
Drive team performance to meet and exceed daily and monthly SLAs and KPIs, identifying areas for improvement and implementing corrective actions.
Build and maintain strong customer relationships by understanding client needs, managing expectations, and resolving queries or disputes in a timely and professional manner.
Support the onboarding, coaching, and continuous development of team members, fostering a high-performing, engaged, and collaborative team environment.
What will help you to excel in this role:
Strong communication skills, with the ability to engage effectively at all levels of the organisation.
Demonstrable IT proficiency across a range of systems and tools.
Ability to work both independently and collaboratively as part of a team.
Commercially aware, with a strong attention to detail and a focus on accuracy.
Highly organised, with excellent time management skills and the ability to prioritise workloads effectively.
What you can expect from us:
- Competitive, negotiable base salary
- Excellent opportunities for career progression and professional development
- Contributory pension scheme with employer contributions of up to 6%
- Profit share bonus linked to overall business performance
- Paycare healthcare and eyecare scheme
- Access to a range of high street discounts and employee perks
What’s next
If you are interested in joining the Briggs Group then please click on the apply now button and a member of the team will be in touch
Not sure if this is the right role for you? Please feel free to visit the careers page on our website and send us your CV speculatively for a member of the team to review
If you require any reasonable adjustments to assist you in the interview process, then please contact a member of the Recruitment team and inform them prior to attending so we can ensure these are met
