Service Coordinator
About ASEL
ASEL is a leading risk management and integrated security services provider. Our vision is to become Europe’s most respected risk management and integrated security services provider.
We work in close partnership with our clients to develop bespoke, tailored technology solutions, integrating seamlessly with existing infrastructure or deploying new systems where required. These solutions are delivered and supported by our in-house teams of highly skilled, multi-disciplined engineers, deployed virtually and in person across complex client estates.
Role Purpose
The Service Coordinator is responsible for the day-to-day planning, coordination, and control of service works within a defined geographic area or contract. The role is operationally critical, ensuring works are scheduled effectively, engineer diaries are optimised, and jobs are delivered within SLA.
The Service Coordinator actively monitors live works, identifies jobs in jeopardy, reacts to SLA-critical issues, and drives jobs through to completion while maintaining accurate system records and clear stakeholder communication.
Key Responsibilities
Workload Planning & Scheduling
- Plan and schedule service works within a defined geographic or contract area.
Carry out forward planning for the following day and upcoming periods* to optimise engineer diaries.
Ensure all variables (engineer availability, access arrangements, lifters, permits, materials) are in place to achieve an allocatable job state*.
- Adjust plans dynamically in response to reactive works or SLA pressures.
SLA Monitoring & Live Job Control
- Monitor live jobs against SLA response and completion targets.
Identify jobs in jeopardy* and take proactive action to protect service delivery.
React to SLA-critical works by rerouting engineers*, rescheduling works, or escalating appropriately.
- Minimise job ageing and stalled works by driving timely completion.
Job Progression & Data Accuracy
Conduct morning diary checks* to validate completed works.
- Progress completed or exception jobs into the correct system state, queue, or escalation path.
- Maintain accurate job records, notes, and statuses across coordination dashboards.
- Identify and escalate missing or incorrect data that impacts WIP accuracy or performance reporting.
Communication & Stakeholder Coordination
- Act as the primary point of contact for live works.
- Communicate clearly with engineers, sites, clients, and internal stakeholders.
- Confirm bookings with sites and engineering teams and manage expectations around access, delays, and rescheduling.
- Provide timely updates on SLA risks and live issues.
Teamwork & Development
- Work collaboratively within the coordination function.
- Provide team cover where required to maintain service levels.
- Engage in learning and contribute to continuous improvement of coordination processes.
- Flag performance gaps or recurring issues to Regional Service Managers (RSMs).
Skills & Experience
- Strong planning, scheduling, and prioritisation skills.
- Experience managing live workloads under SLA pressure.
- High attention to detail with strong system and data accuracy.
- Clear, professional communicator.
- Proactive, solution-focused mindset.
Key Performance Measures
- SLA adherence (response and completion).
- Reduction in jobs in jeopardy and ageing works.
- Accuracy of job data and system statuses.
- Effective utilisation of engineering resources.
Mission, core values & competencies:
Embracing the company’s core values and principles in order to achieve the overall mission of the organisation. Take personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the objectives agreed in your ASEL Integrated Security Solutions Colleague Development Plan
Equality & Diversity
ASEL values the diverse skills and experience of its employees and is committed to achieving equality of opportunity for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes, and abilities.
ASEL is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through inclusion, equality, diversity, leadership, and management.
Benefits:
- Access XD recognition - rewards and discount platform
- Apprenticeship
- Employee of the month scheme £50
- 110% Club of outstanding performers who can receive large prizes and monetary rewards
- WageStream - a flexible wage application whereby you can pull your wages out sooner than payday
- EAP - Employee Assistance Programme
- Progression opportunities within the company
- Ongoing training
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