We are Wilson Alarm.
Founded in 1988, Wilson Alarm is the leading security company servicing Leicester and its surrounding counties. We pride ourselves on offering our customers with a personal, professional and friendly service throughout – from the initial consultation through to the system’s installation and further aftercare. We can design and install a range of integrated burglar alarms, utilising the latest technology to strike the perfect balance between advance detection and ease of use. We have built up an impressive reputation for offering professional, flexible and competitively priced security alarm systems for an incredibly broad customer base.
We may be small right now but we have great growth ambitions and would love to tell you more about it.
About The Role
We are looking for an organised, proactive and customer-focused Service Coordinator to join our team in Leicester.
In this role, you will be responsible for coordinating preventative and corrective maintenance visits for our clients’ intruder alarm and security systems. You will help ensure our engineers’ diaries run smoothly, customer queries are handled promptly and professionally, and all service tasks are completed in line with our internal processes and NSI Gold standards.
This is a varied role that requires strong communication skills, attention to detail, initiative and the ability to stay calm and organised in a busy service environment.
Key Responsibilities
As a Service Coordinator, your responsibilities will include:
Team and Work Coordination
You will plan and manage preventative maintenance appointments for assigned engineers, ensuring schedules are efficient and targets are met. You will also reorganise appointments when required, respond to engineer availability changes, and help fill diary gaps to keep engineers fully booked.
You will liaise regularly with service and maintenance engineers to monitor progress, support job completion, and ensure tasks are closed, invoiced and documented accurately.
Customer Service
You will be a key point of contact for customers, handling phone calls and managing service email enquiries in a timely, professional and courteous manner.
You will respond to appointment queries, cancellation requests, service changes and more complex enquiries, keeping customers informed throughout the process.
Administration and Job Management
You will ensure service tasks are closed and invoiced promptly, issue service reports, maintain accurate customer and property records, and update internal systems with relevant service notes, asset information and contact details.
You will also support with credit note requests, payment processing, false alarm management and holiday cover for other administration tasks when required.
Revenue and Service Support
You will prepare maintenance agreements for new domestic customers, arrange takeover visits, support accurate invoicing and help ensure monthly extra works revenue targets are achieved.
You may also assist the technical team with remedial works coordination and stock-related administration.
About You
We are looking for someone who is:
- Highly organised and able to manage multipe tasks at once
- Confident communicating with customers and colleagues
- Professional, courteous and calm under pressure
- Flexible and willing to use initiative
- Comfortable working with IT systems and databases
- Thorough, analytical and detail-focused
- Able to resolve problems quickly and sensibly
- A strong listener with excellent customer service skills
- A team player with a positive, practical attitude
Previous experience in service coordination, scheduling, administration, customer service or facilities/security support would be beneficial, although training will be provided.
What We Offer
- Competitive salary, dependent on experience
- Bonus scheme
- 20 days' holiday plus bank holidays
- Pension scheme
- Sick pay scheme
- Staff referral scheme
- Onsite or nearby free parking
- Training and development opportunities
- Friendly and supportive team environment
- Hybrid working available
Apply
If you are organised, customer-focused and enjoy keeping things running smoothly, we would love to hear from you.
Please apply with your CV and a short note outlining your suitability for the role.
Job Type: Full-time
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Company events
- On-site parking
- Referral programme
- Work from home
Application question(s):
- Why do you think you are suitable for this role?
Experience:
- Customer service: 3 years (required)
Work Location: In person
