Scheduling Service Controller

The Role

We’re looking for a proactive and organised Service Scheduling Controller to join our Active Fire & Security team. If you thrive in a fast-paced environment, enjoy coordinating people and processes, and take pride in delivering outstanding customer service, we’d love to hear from you.

As a Service Scheduling Controller, you’ll play a vital role in keeping our service operation running efficiently. You’ll be responsible for coordinating planned maintenance visits and reactive call-outs, supporting our engineers, and ensuring our customers receive an exceptional experience from start to finish.

This is a fantastic opportunity for someone with strong administration and customer service skills who enjoys problem-solving, building relationships, and making a real impact every day.

What You’ll Be Doing

Your responsibilities will include:

• Scheduling planned maintenance visits and reactive call-outs.
• Coordinating engineer diaries to maximise efficiency and service delivery.
• Confirming appointments and keeping customers updated throughout the process.
• Responding to customer enquiries via telephone and email.
• Logging working hours and call-outs accurately.
• Assigning reactive jobs to available engineers.
• Processing service orders, work orders and costings accurately using a right-first-time approach.
• Maintaining accurate service records, databases and documentation.
• Working closely with the wider Service team to ensure effective communication and collaboration.
• Supporting the onboarding and training of new team members.
• Delivering an outstanding customer experience with a customer-first approach at all times.

What We’re Looking For

• At least two years’ experience in an administration or customer service role.
• Experience within a service, engineering, fire or security environment would be advantageous, but is not essential.
• GCSE (or equivalent) in English and Maths.
• Highly organised with excellent time management skills.
• Able to prioritise workloads and meet personal KPIs.
• An excellent communicator with strong interpersonal skills.
• Confident building positive relationships with colleagues and customers.
• Proficient in Microsoft Office (Word, Excel and Outlook).
• Comfortable working independently and collaboratively.
• Detail-focused with a proactive approach to resolving issues.
• Confident learning and using new systems.
• Familiarity with CASH service management software is desirable but not essential.

Why Join Us?

We are committed to investing in our people and supporting career development through:

• A generous annual individual training budget.
• Personal Development Plans (“Game Plans”) tailored to your career goals.
• Clear career pathways and progression opportunities.
• Protected Learning Time (minimum half a day each month).
• Sponsorship for professional qualifications and memberships.

If you’re looking for your next challenge and want to be part of a supportive team that values collaboration, development and customer excellence, we’d love to receive your application.