Service Controller

2 months ago


Glasgow, United Kingdom NCS Office Systems Ltd Full time

NCS is the **UK’s leading provider of integrated workplace solutions**. Bringing together over **30** years’ experience, our solutions are firmly rooted in achieving real-world results for our customers Print, Telecoms, IT/Security & Mailroom needs. With over **180** employees operating from a network of branches across the UK, we bring together a unique mix of experience, expertise and technology to deliver robust solutions that meet the needs of the most demanding business environments.

**Role**
- Log all Service calls for all regions
- Administration of the Service department
- Assume full responsibility of all calls in region
- Monitor and escalate call response times
- Allocation and management of all copier engineers ensuring NCS deliver on all agreed SLA’s (Service Level Agreements) and contracted responsibilities
- Prioritise all service calls and follow escalation process
- Constant updates on all calls, specifically those over contracted SLA
- Liaise with other departments and assist them in service related issues
- All Installations responded to within 48-72 hours
- Communicate with service agents
- Track all chargeable works
- Support to Service Manager
- Undertake any task perceived by management to be beneficial to the company

**Experience**

We need an enthusiastic, self-motivated individual who has work within a team environment. The applicant must maintain a good level of commercial understanding on our core products and strive for a high quality of customer care.

Ideally, the applicant will have call planning experience and an understanding of basic UK geography. The applicant must have a clear understanding that by assuming the ownership and responsibility of the calls logged and using the resources available their response will set the level of service NCS offer.

**Requirements**:

- 2+ years Customer Service Desk experience
- CRM/ERP system knowledge
- Customer Service skills
- Use of various PC packages including a proficient knowledge of MSOffice products.
- Able to work under pressure
- Able to take ownership of workload
- Able to think logically and laterally
- Be a team player
- Must have excellent time-keeping and be well presented

Work Remotely
- No

**Job Types**: Permanent, Full-time

**Salary**: £22,000.00-£26,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- Customer Service Desk: 1 year (required)

Work Location: In person


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