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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.
- 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.
- Other info: Dynamic role with training provided and excellent career growth potential.
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 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
✨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
Practice your interview skills! Mock interviews with friends or family can help you feel more confident. Focus on showcasing your organisational skills and ability to handle pressure, as these are key for the Service Desk Controller role.
✨Tip Number 3
Be proactive! If you see a job that fits, don’t wait around. Apply through our website and follow up with a friendly email to express your enthusiasm. It shows initiative and keeps you on their radar.
✨Tip Number 4
Stay positive and adaptable! The job market can be tough, but maintaining a reliable attitude and being open to learning will make you stand out. Remember, we’re looking for the right fit, not just experience!
We think you need these skills to ace Service Desk Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any relevant experience you have in service desk roles or coordinating teams, as this will show us you're a great fit for the Service Desk Controller position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've managed workflows or communicated effectively with customers in the past. This is your chance to stand out!
Show Off Your Organisational Skills: Since this role requires strong organisational abilities, consider including examples of how you've successfully managed competing priorities or handled high-pressure situations. We want to see that you can keep things running smoothly!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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 competing priorities. Share specific examples from your past experiences where you successfully juggled multiple tasks or handled high-pressure situations. This will demonstrate that you can thrive in a fast-paced environment.
✨Brush Up on Communication Techniques
Effective communication is key for this position. Practice articulating your thoughts clearly and concisely. Think about how you would handle customer inquiries or escalate incidents, and be ready to role-play these scenarios during the interview. This will showcase your customer-focused approach.
✨Be Ready to Learn
The company values a willingness to learn, so express your enthusiasm for absorbing new information. Mention any relevant training or courses you've taken, and be open about your eagerness to get up to speed with their internal systems like ReDeTrack. This attitude will resonate well with the interviewers.