Service Controller
Company:
Hygenie is a Midlands\-based workplace and washroom services provider, offering a wealth of experience in delivering outstanding quality with innovative products.
We provide a tailored washroom services to suit customers individual requirements from our base in Hinckley – including Birmingham, Coventry, Oxford, Warwickshire, Leicester, Northampton and Nottingham. Our work area extends from London and up to Manchester in the UK.
We operate a managed quality control process. This ensures that the products and service levels customers receive are continuously maintained at an excellent level..
The Role:
We are seeking a highly organised and proactive Service Controller to coordinate and support the day\-to\-day delivery of field service operations. This role is central to ensuring service operatives are efficiently scheduled, customer enquiries are managed effectively, and operational processes run smoothly.
The successful candidate will act as the primary point of contact for service operatives, coordinate service activities, maintain accurate records, and support continuous improvement initiatives across the service department.
Key Responsibilities
*Service Planning \& Scheduling*
\- Manage service agent work schedules and master planning sheets.
\- Coordinate and manage service bookings received via email.
\- Lead and support weekly planning meetings.
\- Schedule and route service activities including:
o Installations
o Equipment removals
o Breakdown call\-outs
o Annual maintenance visits
o Missed services
o Site surveys
o Deliveries
\- Conduct weekly routing reviews to optimise engineer schedules and productivity.
\- Create, schedule and route jobs using scheduling software
Operational Administration
\- Manage Work in Progress (WIP) packs for service and removal activities.
\- Maintain and update:
o Installation Tracker
o Improvement Log
\- Process service reports and monitor completed, partially completed, and inaccessible jobs.
\- Maintain repair and fault logs.
\- Process Clean Air Zone payments where required.
\- Update CRM systems and carry out data cleansing activities.
Customer \& Operative Support
\- Act as the first point of contact for service operatives
\- Provide telephone support to customers and service personnel.
\- Respond promptly to customer enquiries.
\- Conduct end\-of\-day debriefs with service teams.
\- Manage the service inbox and ensure enquiries are handled efficiently.
Warehouse \& Logistics Support
\- Support warehouse operations by picking and preparing stock for service drivers when required.
\- Coordinate service and removal requirements to support field activities.
Skills \& Experience
\- Previous experience in a service coordination, service controller, scheduling, logistics, or customer service role desired.
\- Strong organisational and planning skills with the ability to manage multiple priorities.
\- Excellent communication and interpersonal skills.
\- Confident working with scheduling, CRM, and operational management systems.
\- Experience using job management software such as BigChange or service manager is advantageous.
\- Good attention to detail and accuracy in data management.
\- Proficient in Microsoft Office applications, particularly Excel and Outlook.
\- Ability to work effectively in a fast\-paced operational environment.
Personal Attributes
\- Highly organised and methodical.
\- Customer\-focused with a professional approach.
\- Strong problem\-solving abilities.
\- Able to work independently and as part of a team.
\- Adaptable and proactive in identifying process improvements.
What We Offer
\- Competitive salary.
\- Supportive and collaborative working environment.
\- Opportunity to contribute to the continuous improvement of service operations.
\- 21 days holiday plus Bank holidays – additional day for each year served up to the maximum of 25 days,
\- On\-site parking,
\- Excellent office environment,
\- Monday to Thursday 8:30am \- 17:00pm \& Friday 8:30am \- 16:00pm. 41\.5hr contract
Job Type: Full\-time
Pay: £29,500\.00 per year
Experience:
- Service controller: 1 year (preferred)
- Hinckley LE10 3BY (preferred)
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