Service Control Supervisor

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 as Service Control Supervisor

• 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 in a Service Control Supervisor

• 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 organised, 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 Insurance


• Referral 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.