Concept Resourcing

Service Controller

This very busy and expanding company is urgently looking for an experienced individual to join their field engineer planning department.

To provide effective and efficient call planning support to a team of field service engineers within a designated area.

Proactively monitor all customer requests for service support to resolution, maintaining excellent levels of customer service through consistent levels of performance and achievement of service KPI's.


Primary Duties and responsibilities:

  • Exceed customer expectations and provide a first class service at all times
  • Engage with the customer to understand their requirements and fulfil their requests
  • Effective and efficient routing and dispatch of field service engineers within a designated area
  • Support designated field service engineers through regular communication, updates and feedback
  • Accurate input and update of records on internal management system
  • Monitor relevant call queues and assign appropriate resource
  • Focus on achievement of Service KPI's though effective and efficient routing
  • Focus on achievement of own KPI's through consistent levels of performance
  • Provide proactive first line support to customers
  • Ability to identify potential customer complaints and follow escalation process
  • Liaise with Credit Control ensuring account queries are dealt with promptly


Skills and Abilities:

  • Excellent customer service and presentation skills
  • Clear verbal and written communication skills
  • A high degree of enthusiasm and self-motivation
  • Target driven with the desire to achieve results
  • Ability to work on own initiative and as part of a team
  • Resilience and the ability to cope under pressure
  • Excellent organisational skills
  • A confident and determined approach
  • A precise and accurate approach
  • Reliable and consistent
  • Articulate


Experience and Knowledge:

  • Proven customer service skills
  • Excellent communication skills

  • Start: November
  • Rate: £18k - 21k per year
  • Location: Gateshead, Tyne and Wear, England
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: Concept Resourcing
  • Contact: Adam Woollams
  • Tel: 0844 800 6600
  • Email: to view click here
  • Reference: 21050
  • Posted: 2016-10-04 18:10:39 -

  • View all Jobs from Concept Resourcing

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