Service Controller

Job Description:

Our client is recruiting for a Service Controller based in Elland. The ideal candidate will have strong administrative and scheduling capabilities, excellent phone-based customer service skills, and a proven ability to coordinate field service engineers efficiently to ensure routine maintenance and urgent repairs are completed promptly.

Shifts & Salary

• Full-time, Permanent
• Office based role in Elland
• Office hours
• £32,000 – £35,000 DOE

Key Responsibilities

• Receive inbound customer calls, register repair requests, and dispatch Mobile Service Engineers efficiently based on location, skill, and workload capacity.
• Adjust schedules dynamically to accommodate urgent breakdowns, emerging customer priorities, and engineer availability.
• Oversee and schedule recurring preventive maintenance contracts, ensuring inspections are completed on time and within budget.
• Provide proactive phone updates to clients regarding job status, answering day-to-day inquiries from both internal and external stakeholders.
• Collaborate closely with Service Supervisors, Field Operations Managers, and cross-functional teams to resolve issues and support operational projects.
• Input all work details into internal systems accurately, ensuring complete service documentation, engineer timesheets, and vehicle parts sales are properly recorded.
• Monitor key performance metrics, including reducing work-in-progress (WIP) levels, clearing aged jobs, resolving invoicing queries, and addressing overdue services or safety defects.

Key Requirements

• Experience in dispatching, service coordination, logistics planning, or a fast-paced customer support environment.
• Outstanding communication skills, particularly over the telephone, with a strong focus on delivering exceptional customer care.
• High attention to detail and accuracy when logging data, reviewing field documentation, and managing administrative records.
• Excellent organizational and time-management skills to multitask, prioritize urgent requests, and optimize engineer schedules.
• Computer literacy with the ability to quickly learn and navigate in-house operational software systems.

If you are interested in this role, please apply with your CV attached.

At Cogent Staffing, we are committed to ethical recruitment practices and fostering an inclusive workplace. We actively encourage applications from all qualified candidates, regardless of race, gender, disability, religion or belief, sexual orientation, age, or any other characteristic protected by law. We believe that diversity enriches our teams and enhances our ability to serve our clients effectively.

We ensure that our recruitment processes are fair, transparent, and free from bias, promoting equal opportunities for all applicants.