Service Control Supervisor

Kaminskyconsulting; Elland; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading service operations firm in Elland is seeking a Service Control Supervisor to manage daily operations and lead a team of controllers. This role is pivotal in ensuring efficient service scheduling and enhancing customer satisfaction. The ideal candidate has strong managerial skills and a proactive approach to operational excellence. A competitive salary and various benefits are offered in a supportive working environment.

Benefits

Cycle to Work Scheme

Employee Discounts

Free On-Site Parking

Health & Wellbeing Programme

Life Insurance

Company Sick Pay

25 Days Annual Leave

Ongoing training and professional development

Qualifications

• Proven experience managing a team within a customer service or service control environment.
• Strong coaching ability with experience delivering Quality Control processes.
• Excellent communication skills with the confidence to handle escalations.

Responsibilities

• Oversee daily service workloads and manage priorities effectively.
• Coach Service Controllers on tasks and customer communication.
• Handle escalated customer queries and deliver swift resolutions.
• Maximize effective deployment of Field Service Engineers.

Skills

Team management

Coaching ability

Communication

Organization

Analytical skills

Customer service

Collaboration

Proactive mindset

Job description

Service Control Supervisor at Kaminsky Consulting

Location: Elland (near Halifax)

Salary: £35,000 - £40,000 DOE

Hours: Rotational shifts between 7am-7pm (8-hour shifts such as 7-3 / 8-4 / 9-5)

Role Summary

We are seeking an experienced and people-focused Service Control Supervisor to lead the day-to-day operations of a busy service office. This role plays a key part in ensuring that repair and maintenance activities are scheduled efficiently, completed to a high standard, and fully aligned with customer expectations.

You will oversee a team of controllers, providing real-time support, coaching, and quality checks to maintain consistently high performance. By driving effective resource allocation, developing your team, and ensuring strong communication across departments, you will directly influence service reliability, customer satisfaction, and overall operational excellence.

What You'll Be Doing

• Overseeing daily service workloads and ensuring priorities are managed effectively.
• Coaching and supporting Service Controllers on operational tasks, customer communication, and problem-solving.
• Mentoring new and existing team members, ensuring consistent understanding of processes and standards.
• Handling escalated customer or internal queries, delivering swift and positive resolutions.
• Preparing accurate reporting for operational performance, efficiency, and resource utilisation.
• Maximising the effective deployment of Field Service Engineers by considering geography, skillsets, and capacity.
• Ensuring service activities are planned and delivered efficiently, minimising downtime.
• Working closely with fleet and service teams to review feedback, drive improvements, and support service enhancement initiatives.
• Leading consistent Quality Control checks to ensure service work meets required standards.
• Maintaining strong documentation and ensuring transparency across all service activities.
• Promoting high levels of customer satisfaction through clear communication and proactive management.
• Collaborating with other departments on new projects, process improvements, and operational changes.

People Leadership

• Setting clear objectives for team members and reviewing progress regularly through one-to-ones and appraisals.
• Working in partnership with HR on performance, attendance, and people-related processes.
• Supporting ongoing development through coaching, training, and personal development plans.
• Encouraging a positive, motivated team culture that reflects organisational values.
• Planning for succession and proactively developing future talent within the team.

What We're Looking For

• Proven experience managing a team within a customer service, scheduling, operations, or service control environment.
• Strong coaching ability with experience delivering or overseeing Quality Control processes.
• Excellent communication and interpersonal skills, with the confidence to handle escalations and lead team development.
• Highly organized, with the ability to prioritise work in a fast-paced environment.
• Strong analytical skills and the ability to interpret operational data to inform decisions.
• A collaborative approach, working effectively with other departments to support wider business goals.
• A proactive mindset focused on continuous improvement, service quality, and operational efficiency.

Benefits

• £35-40k salary (DOE)
• Cycle to Work Scheme
• Employee Discounts
• Free On-Site Parking
• Health & Wellbeing Programme
• Life InsuranceReferral Programme
• Company Sick Pay
• 25 Days Annual Leave
• Ongoing training, coaching and professional development opportunities
• Supportive, safety-first working environment
• Opportunity to make a meaningful impact on service quality, reliability and operational performance

For more information about the Service Control Supervisor position, please contact Sophie Ranson at E3 Recruitment.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Management and Manufacturing

Industries

Administrative and Support Services

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