Overview
We are seeking a highly organised and customer-focused Service Controller to join our Customer Support Team. This is a varied and fast-paced role where you will play a key part in ensuring our customers receive outstanding service throughout the service, calibration and repair journey of their instruments.
As the main point of contact for service enquiries, you will coordinate repairs, quotations, collections, in-house and external calibrations, working closely with customers, suppliers and the internal team. The successful candidate will thrive in a role where no two days are the same, using excellent communication, organisation and problem-solving skills to keep our service operations running smoothly.
Responsibilities
- Communicating with customers via email and phone on all service relates enquiries.
- Maintaining and updating our extensive customer database using SAP Business One
- Processing completed service jobs in a timely and accurate manner.
- Engaging with and updating customer enquiries on our CRM, HubSpot.
- Working with customers to book instrumentation in for service, calibration or repair.
- Facilitating the collections and return of instrumentation.
- Working closely with the wider Service Team to manage workloads and customer expectations.
- Liaising with suppliers and external calibration houses to facilitate the return of instrumentation.
- Maintaining accurate customer records and service instrument documentation.
- Achieving pre-agreed departmental KPI's.
- Carrying out additional duties and tasks when required.
What we're looking for
If you are passionate about delivering exceptional customer service & enjoy building long-standing customer relationships, we'd love to hear from you.
The ideal candidate will have a strong administrative background, preferably in a service or fleet-management industry and should possess the following skills/ attributes:
- Excellent communication and relationship building skills.
- Strong organisational skills and the ability to prioritise a busy workload.
- A proactive, solutions focused approach.
- Excellent attention to detail.
- Confident and proactive in communicating and collaborating with colleagues across all levels.
- Professional, approachable manner.
- Experience with systems such as SAP Business One/ HubSpot or similar CRM systems.
Benefits
As well as working within a collaborative, welcoming team in an industry leading company, the successful candidate will benefit from:
- Competitive salary, depending on experience
- 20 days annual leave (increases with length of service) plus bank holidays and Christmas break
- Company pension
- Life Assurance
- Private Health Care Scheme (opt-in)
- Staff Wellbeing Programme
- Company Social Committee and regular social events
- WFH policy, applicable after successful probation period
Working Hours
This is a full time, office-based position, Monday to Friday.
Pay: £25,000.00-£26,000.00 per year
Work Location: In person
