Service Controller in Dewsbury

Service Controller

Location: Dewsbury
Contract Type: Permanent

About Forkway

Forkway is one of the UK's leading material handling solutions providers, employing approximately 100 colleagues across three Handling Centres and a network of strategic service hubs. We are committed to delivering exceptional service to our customers while creating a supportive environment where our people can thrive and develop.

We are looking for an organised and customer-focused Service Controller to join our Dewsbury team. This is a varied and fast-paced role where you will play a key part in coordinating engineering activities, supporting customers, and driving service efficiency across the business.

The Opportunity

As a Service Controller, you will coordinate the daily activities of our field and workshop engineers to maximise service performance, customer satisfaction and operational efficiency. You will also support our Hire, Parts and Transport functions, helping to identify revenue opportunities and ensuring the smooth delivery of short-term hire solutions.

This position is ideal for someone who enjoys working in a fast-moving environment, has excellent organisational skills and takes pride in delivering exceptional customer service.

Key Responsibilities

• Manage incoming customer enquiries and service calls, ensuring all requests are accurately recorded and actioned.
• Plan, schedule and allocate service work to engineers and approved subcontractors.
• Support short-term hire activities, including handling enquiries, preparing quotations, arranging transport and ensuring timely invoicing and payment collection.
• Assist with hire and transport administration, ensuring equipment movements and associated costs are accurately recorded.
• Coordinate and process service job sheets, applying appropriate charges for chargeable and non-chargeable work.
• Prepare estimates and arrange follow-up work with engineers and customers.
• Administer warranty claims and related documentation.
• Record and process engineer timesheets accurately.
• Manage Thorough Examination records and arrange inspections in line with compliance requirements.
• Produce customer KPI reports as required.
• Support the Parts department with goods receipt, dispatch and stock replenishment activities.
• Maintain accurate records and filing systems to ensure documentation is organised and easily accessible.
• Provide administrative support across the wider service operation.
• Take responsibility for departmental activities in the absence of supervisors, ensuring business continuity and service standards are maintained.
• Comply with all company policies, procedures and health and safety requirements.

What We're Looking For

To succeed in this role, you'll be:

• Friendly, enthusiastic and a collaborative team player.
• An excellent communicator with strong interpersonal skills.
• Highly organised with exceptional attention to detail.
• Self‑motivated and proactive, with the confidence to use your initiative.
• Comfortable working independently and managing competing priorities.
• Adaptable, resilient and able to thrive in a busy environment.
• Proficient in Microsoft Office applications, particularly Word and Excel, with confidence using databases and business systems.

Why Join Us?

In return, we offer:

• A competitive salary, negotiable depending on experience.
• Clear opportunities for career development and progression.
• Contributory pension scheme.
• Profit‑share bonus linked to overall business performance.
• The opportunity to join a supportive and growing business where your contribution makes a real impact.

Forkway is committed to creating an inclusive workplace. If you require any reasonable adjustments during the recruitment process, please let us know and we will be happy to support you.