Service Controller – WHN

Company Welfare Hire (Part of Kelling Group)

Working Hours: Mon — Fri, 8am — 5pm.

Job Function: Serve as the central point of contact for our customers, fostering strong working relationships and developing in‑depth product knowledge. You will leverage this knowledge to understand customer requirements and translate them into services that effectively meet their needs. Liaising with customers, 3rd party servicing contractors, the hire desk and technical support team.

Ideal Candidate: The ideal candidate will excel in customer service, demonstrating strong administrative, planning and organisational skills, with keen attention to detail and accuracy. They will work effectively both independently and as part of a team and will liaise with customers from a variety of sectors to understand and meet their equipment servicing needs.

Responsibilities:

• Respond to service calls and coordinate solutions by liaising with relevant contractors.
• Maintain daily communication with servicing contractors to ensure services are booked accurately, minimising missed services, credits and invoice queries.
• Proactively schedule services through incoming calls, emails or alerts from our internal ordering system for both units and vehicles.
• Raise and manage purchase orders.
• Maintain accurate records and documentation in Syrinx.

Job Requirements:

• Strong telephone manner and communication skills.
• Previous experience in a similar role (desirable but not essential, full training provided).
• Excellent verbal and written communication abilities.
• Proficiency in using PC applications such as Outlook, Word and Excel.
• Strong organisational skills with a keen attention to detail for accurate document management.
• Basic geographical knowledge (desirable but not essential).
• Ability to perform well under pressure and meet tight deadlines.
• Strong multitasking and teamwork abilities.
• Generate various reports, including Off Hires and Service reports.
• Ensure a high level of accuracy and attention to detail for all records within Syrinx.
• Communicate effectively with colleagues, providing a friendly and helpful point of contact.
• Administer waste notes and orders, ensuring timely and accurate completion both internally and externally.
• Adhere to the company’s policies and procedures as outlined in the Employee Handbook.
• Perform any additional duties as requested by your manager.

Benefits:

• 25 days holiday plus bank holidays per year.
• Birthday off.
• Life Insurance (2.5x annual salary).
• Company Referral Scheme (up to £1000 awarded).
• Company Cycle to Work Scheme – we buy the bike and you pay us back saving your NI.
• Long Service Award – gifts, hampers, vouchers and more for long service.
• Enhanced Company Pension Scheme (up to 5%, and via salary sacrifice where applicable).
• Medicash is our Healthcare Cash Plan (including access to virtual GP and discounted prices at selected retailers and gyms).
• Learning & Development culture (professional qualifications, access to apprenticeships and more).