Job Title: Service Controller
Location: Waltham Abbey
Salary: Competitive depending on experience
Job Type: Full Time, Permanent
Dataquest (UK) Ltd is a leading IT, Print and Telecoms Solutions Company in the heart of the City of London. We’re based at the centre of the business district, and we’re surrounded by bars, restaurants, cafes, pop-ups, and there’s even a bit of greenery nearby! You’ll find our offices in the middle of multiple transportation hubs, such as Liverpool Street, Old Street, Moorgate and Shoreditch High Street stations.
Our offices are open plan with a friendly, social culture and a good, fun working environment. From our shareholders down we live the motto: “work hard, play hard”, demonstrated by our social events held throughout the year.
We believe in creating an environment in which our people can thrive, we encourage everyone to maintain a healthy work/life balance, and we strongly believe in investing in our employees’ futures. We look for ambitious, hardworking and driven people to join our team.
About the role?
Our Service Department is responsible for keeping our clients’ multifunction devices (known as MFDs) working well. The Service Controller is a key member of our Service Team and is first point of contact for our clients with problems or issues, providing first line problem diagnosis and seeing issues through to resolution. On a day-to-day basis you’d be responsible for:
- Answering service calls, effectively prioritising issues and ensuring they are logged on our internal systems
- Allocate Engineers to calls, making sure all our Service Level Agreements (SLAs) are met
- Responding to Service Control emails requesting engineers or consumables and providing quotes when chargeable
- Inputting Engineer closure details for each service call and ordering parts when needed
- Advising customers on consumable delivery queries
- Working closely with our Logistics, Project Management, Workshop and Sales team;
- Log calls outside of the London area with Third Party Companies and ensure services response times are kept with SLAs
- Ad-hoc administrative support
About you:
As the role is client facing it’s important that you can make a positive impression on our clients, so excellent communication skills and a polished professional approach are key. We’re looking for someone who:
- Has a customer-service focus and a positive, helpful and approachable attitude
- Has outstanding organisation and prioritisation skills and is comfortable multitasking and managing multiple conflicting priorities (our department is very busy and fast-paced)
- Has demonstrable experience of exceeding client expectations
- GCSEs A-C (or equivalent) in Maths & English
- Previous experience in a similar role is highly desirable
If this role sounds like a fit for you, please hit the APPLY button to submit your application.
Candidates with experience of: Customer Support Technician, Service Coordinator, IT Support Coordinator, Scheduler, Trainee Service Coordinator, Support Administrator, Team Admin will also be considered for this role.
