Job Title: Service Planner and Scheduling Coordinator
Full Time: Monday to Friday
Reports To: Service Office Manager
Job Summary:
Working in the businesses Service Department, the Service Coordinator provides administrative support to customers ensuring smooth and efficient operations. This includes handling customer inquiries, scheduling service appointments, processing service orders, keeping accurate records, and communicating effectively with internal teams and customers.
Key Responsibilities:
Customer Service & Communication:
- Acts as a first point of contact for customers on service requests, enquiries, and the scheduling of PPM & Reactive Maintenance works.
- Manage phone calls and emails professionally and promptly.
- Updates customers on Service progress and managing expectations regarding timelines and costs.
- Attends customer review meetings on Teams or on site.
Scheduling & Coordination:
- Plans and schedules service appointments; ensuring best use resources and adherence to service timelines.
- Consults with subcontractors and other team members, assigning tasks and adjusting schedules based on priorities.
- Monitors and adjusts schedules as required to accommodate urgent service requests.
Billing & Invoicing Support:
- Prepares and issues customer invoices for completed service work, ensuring accurate billing information.
- Coordinates with finance teams for payment processing and resolve billing issues with customers.
- Place parts orders, supporting relationships with vendors to ensure prompt delivery of required parts.
Documentation & Record Keeping:
- Processes service orders; inputting data accurately, and keeping system records accurate and up-to-date.
- Ensures all service records, contracts, invoices, and related documents are completed and filed appropriately.
- Tracks service performance metrics, i.e., subcontractor response times, customer satisfaction, and job completion rates.
Quality Assurance & Compliance:
- Ensures adherence to company policies, procedures, and relevant legal or industry regulations in all activities.
Skills and Experience:
Essential:
- 2+ years experience in an administrative or customer service role.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Strong organisational skills with an eye for detail.
- Excellent communication and interpersonal abilities.
- Ability to multitask and manage high-pressure situations effectively.
- Problem-solving mindset with an initiative-taking approach.
Desirable:
- Experience in a service-related industry.
- Experience with service management software.
Working Conditions:
- Office-based, with occasional travel to customer may be required.
- Standard office hours, typically 0800-1600 or 0900-1700hrs; with flexibility to additional hours during peak periods.
- Scheduled on-call Out Of Hours (OOHs) rota requirements for OOHs customer service requests.
Job Type: Full-time
Pay: From £25,500.00 per year
Work Location: In person
