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- Tasks: Manage daily workflow for engineering teams and ensure efficient ticket handling.
- Company: Join a supportive team in a relaxed environment at Wansbeck Business Park.
- Benefits: Enjoy flexible working, a company pension, and plenty of overtime opportunities.
- Other info: Dynamic role with training provided and excellent career growth potential.
- Why this job: Be the central point of coordination and make a real impact on service delivery.
- Qualifications: Strong time management and communication skills; experience preferred but not essential.
The predicted salary is between 26440 - 26440 £ per year.
Location: Wansbeck Business Park – Ashington NE63
Salary: £26,440 (additional earning opportunities exist and it will comprise of a mix of Office and home-based working)
Hours: Monday–Friday, 09:00–18:00 (1 hour lunch + two 15 minute breaks)
Weekend/Overtime: Rotating Saturdays, rotating afternoon shifts for 1 hour and rotating morning shifts for 1 hour.
Overview
We are looking for a highly organised and proactive Service Delivery Coordinator to manage the day‑to‑day flow of work across our engineering teams. This role ensures tickets are handled efficiently, SLAs are met, customers receive timely updates, and engineers are scheduled effectively. You will be the central point of coordination between customers, engineers, and internal teams. This is a fast‑paced operational role suited to someone who thrives on structure, communication, and keeping a service function running smoothly.
Key Responsibilities
- Ticket & Workflow Management
- Monitor incoming tickets, assign work to engineers, and ensure accurate categorisation and prioritisation
- Progress, update, and close tickets in line with internal processes
- Track SLA performance and proactively escalates risks of breach
- Maintain real time visibility of workload, bottlenecks, and engineer availability
- Working with our bespoke internal system ReDeTrack (full training provided)
- Engineer Scheduling & Coordination
- Plan and allocate daily engineer schedules
- Adjust schedules dynamically based on priority incidents or customer needs
- Ensure engineers have the correct information, access, and resources for each job
- Incident & Escalation Handling
- Act as the first point of coordination for P1/P2 incidents
- Communicate with customers and internal stakeholders throughout major incidents
- Ensure timely escalation to senior engineers or management when required
- Maintain accurate incident logs and post incident updates
- Customer Communication
- Handle inbound customer calls and emails
- Provide updates on ticket progress, engineer ETAs, and incident status
- Maintain a professional, calm, and customer focused approach at all times
- Service Reporting & Administration
- Produce daily/weekly SLA and workload reports
- Ensure documentation, notes, and ticket histories are complete and accurate
- Support continuous improvement of service processes and workflows
Skills & Experience
Similar experience preferred but not necessary, it’s about finding the right person who fits with the team and training them up. We’re looking for someone who brings:
- Strong time management skills
- The ability to prioritise under pressure
- A methodical, organised approach to work
- A willingness to learn and absorb new information
- A positive, reliable attitude
Essential
- Ability to manage competing priorities in a fast moving environment
- Excellent communication skills — written, verbal, and customer facing
- Strong organisational and time management abilities
- Confidence handling escalations and high pressure situations
- Experience with Microsoft Packages such as Outlook and Excel.
Desirable
- Experience coordinating engineers or field service teams
- Experience in a service desk, scheduling, coordination, or operations role
- Knowledge of basic IT terminology and support workflows
Benefits
- Flexible/Hybrid working: 60% in the office, 40% remote
- Company Pension
- Death in service benefit
- A relaxed, friendly environment with a small, supportive team
- Plenty of overtime opportunities.
- A role where you’re trusted, valued, and not micromanaged
Service Desk Controller in England employer: Centrex Services Ltd.
Contact Detail:
Centrex Services Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Controller in England
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk roles. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your organisational skills during interviews. Bring examples of how you've managed competing priorities or handled high-pressure situations in the past. This will demonstrate that you're the right fit for a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Controller in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your organisational skills and any relevant experience, even if it’s not directly related to a Service Desk role. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Desk Controller role. Share specific examples of how you've managed competing priorities or handled customer communications effectively.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application is clear and professional. Use proper grammar and structure, and don’t forget to convey your positive attitude. We love a friendly tone!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Centrex Services Ltd.
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Desk Controller role. Familiarise yourself with ticket management, engineer scheduling, and customer communication. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Organisational Skills
Since this role requires strong organisational abilities, be prepared to discuss how you manage your time and prioritise tasks. Think of specific examples from your past experiences where you successfully juggled multiple responsibilities or handled high-pressure situations.
✨Practice Your Communication Skills
As a Service Desk Controller, you'll need to communicate effectively with customers and engineers. Practice articulating your thoughts clearly and concisely. You might even want to role-play common scenarios, like handling an escalation or providing updates to a customer.
✨Be Ready to Learn
The company values a willingness to learn, so express your enthusiasm for absorbing new information. Share examples of how you've adapted to new systems or processes in the past, and highlight your eagerness to get up to speed with their bespoke internal system, ReDeTrack.