Step into leadership. Drive operations. Lead sales.
The Role
You'll take the lead on day-to-day service operations — managing and supporting our Service Coordinators, overseeing engineer scheduling and job flow, and acting as the main point of contact when issues need resolving quickly. You'll also play a key role in maintaining strong client relationships and helping the business expand.
Key Responsibilities
- Manage and support the Service Coordinator team, ensuring jobs are scheduled, tracked, and closed out efficiently
- Take ownership of escalated service issues and disputes, resolving them professionally and promptly
- Oversee engineer logistics — routing, job allocation, and response times across maintenance and reactive calls
- Provide flexible, out-of-hours point of contact for engineers dealing with urgent site issues
- Ensure all works comply with relevant health & safety requirements and hold/maintain relevant permits
- Build and maintain strong relationships with existing clients, identifying opportunities to expand account value
- Represent the business professionally on client calls — clear, confident, and well-spoken phone manner essential
- Support reporting on job completion, engineer performance, and service KPIs
What We're Looking For
- Experience in air conditioning, refrigeration, or HVAC maintenance/service operations (essential)
- Proven experience managing or coordinating a team, ideally service coordinators or schedulers
- Strong organisational and logistics skills — able to manage multiple jobs and engineers simultaneously
- Health & safety awareness, knowledge of access permits for engineers
- Excellent telephone manner — professional, structured, and client-facing
- Approachable, relationship-driven style with clients and engineers alike
- Willingness to be flexible and contactable after hours for urgent engineer support
- Strong problem-solving skills and calm under pressure
Job Types: Full-time, Permanent
Pay: Up to £45,000.00 per year
Benefits:
- Company events
- Free parking
Ability to commute/relocate:
- London UB4 8NF: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you willing to be available for after-hours engineer support? (Y/N)
- Have you submitted access permits for work and knowledge of health and safety?
- What are your salary expectations, and what's your notice period?
Experience:
- HVAC /refrigeration service coordination or ops management: 2 years (required)
- Accounting software e.g. Xero/Sage: 2 years (preferred)
- CRM software (joblogic, commusoft or similar): 2 years (preferred)
Language:
Work Location: In person
