Job Title

Service Coordinator

Reports to

Customer Service Manager



Main Duties and Responsibilities (This list is not exhaustive and employees are expected to carry out other duties that may reasonably be required)

· Responding to incoming calls to the Service desks and proactively dealing with customer requirements.

· Effectively planning and scheduling engineers for maintenance visits, service calls and quotes repair jobs. Ensuring all jobs are on time and within budget.

· Maintaining monthly labour efficiency to company standards and requirements ensuring a reduction of all non- chargeable.

· Attend remotely, weekly planning meetings for cost effective labour scheduling

· Escalate to management any jobs that may over run and ensure that the engineer does not continue works until authorised to do so.

· Ventilation-prepare and submit spare parts quotations to the customer promptly.

· Purchase ordering of parts for repairs with clear communication to engineers and customers to ensure delivery timescales and requirements are met.

· Proactive day to day correspondence with engineers, customer and suppliers.

· Ensuring that work is 100% oriented towards customer satisfaction (providing estimated timescales and up to date status reporting)

· Service office administration; ensuring all service reports are accurate, in line with company standards and transferred internally as required.

· Review service reports to ensure all works are completed and compile job pack for processing and invoicing.

· Maintain effective updates to the company operating system for management reporting and auditable company records.

· To be proactive in identifying any business opportunity for the group




  • GCSE Maths and English grade C or 5, or above
  • A' Levels or equivalent

· Computer Literacy




  • Experience of working within a service office environment and understanding the importance of labour scheduling
  • Computer literacy - knowledge of Microsoft Word, Outlook, Excel & Database Applications
  • Experience of customer service

· Good level of administration

· Professional telephone manner

· Experience of sourcing materials through approved suppliers

Particular Aptitude/Skills Required

  • Discretion and Confidentiality at all times
  • Ability to work with attention to detail meeting deadlines where required
  • Good employee relations
  • Strong influencing and communication skills
  • Good planning and organisational skills

· Decision making and using initiative

· Proactive and positive in dealing with work matters and others

· Ability to prioritise own workload to achieve objectives

· Keen to take on additional responsibility to develop own skill and experience

  • Good/confident telephone manner

· Ability to work under pressure

· Team player

· Work towards achieving the highest standards possible

· Receptive to management guidelines and work instructions

· Have a 'can do' attitude

· Committed to achieving and maintaining quality controlled standards

· Committed to health and safety standards at all times

· Committed to continual improvement

· Receptive to new ideas and positive change

· Actively maintain compliant and accurate records

· Readily contributes to the team working environment

· Interacts with others effectively

· Respects and appreciates the working needs of others and demonstrates awareness of team objectives/aims

· Demonstrates an understanding of the skills and knowledge held by peers and uses these resources effectively



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