Job Description

The National Controller acts as the single national point of contact for key accounts, ensuring an exceptional customer experience while supporting commercially effective decision-making. The role is responsible for coordinating with regional controllers and engineers to allocate jobs efficiently, achieve national response-time targets, and protect service profitability. The National Controller also supports the invoicing process to ensure rapid turnaround and accurate billing across all regions.

Key Responsibilities

Customer & Commercial Ownership

Own the day-to-day relationship with designated national accounts, ensuring customers receive timely updates, accurate ETAs, and a consistently high standard of communication. Maintain strong commercial awareness of each account, including rates, SLAs, response-time commitments, and job profitability, to ensure decisions balance customer satisfaction with cost-effective service delivery. Conduct regular customer check-ins to strengthen relationships, gather feedback, and identify upsell or service-improvement opportunities. Manage customer escalations swiftly and professionally, resolving issues with urgency and commercial sensitivity. Monitor and manage the national job pipeline throughout the day, ensuring smooth handovers between regions and clear communication across the team.

Job Allocation & Coordination

Oversee national job allocation in collaboration with regional controllers, ensuring the most suitable engineer is assigned to each job based on urgency, location, and capability. Ensure all jobs meet national response-time standards (target 60-90 minutes), intervening early where risks to service levels are identified.

Systems, Process & Data Accuracy

Maintain accurate, real-time customer, job, and ETA information within Simpro. Support and oversee completion of engineer job cards and paperwork to enable accurate and timely invoicing. Manage the national service inbox, ensuring all communications are logged, responded to, and closed promptly.

Performance, Quality & Continuous Improvement

Identify operational inefficiencies, service risks, and performance gaps, escalating issues appropriately and contributing to improvement initiatives. Support the development of consistent national processes by providing insight into job flow, customer trends, resource utilisation, and system improvements. Participate in internal and external audits, ensuring compliance with QMS, ISO accreditation, and business standards.

General

Flexibility is essential. The role may include additional duties aligned with business needs and individual capability.

Person Specification

Knowledge, Qualifications & Experience

Strong literacy and numeracy skills. Excellent IT skills, particularly with job-management or CRM systems. Good understanding of UK geography, travel routes, and regional logistics. Professional and confident telephone manner. Previous experience in a fast-paced customer service, operations, or coordination role is highly desirable.

Competencies

Commercially minded, with the ability to balance customer urgency and cost efficiency. Proactive and able to work independently, while recognising when escalation is required. Exceptional communication, influencing, and relationship-building skills. Highly resilient, remaining calm, organised, and focused under pressure. Strong analytical and problem-solving skills, using data to support decision-making. Excellent attention to detail, accuracy, and consistency. Able to prioritise effectively and manage competing demands in a busy operational environment. Team-oriented, with the ability to collaborate effectively with engineers, regional controllers, and internal departments.
Job Types: Full-time, Permanent

Pay: 26,000.00-35,000.00 per year

Benefits:

Company pension On-site parking Referral programme
Work Location: In person