About the Role
We are looking for a highly organised and proactive Service & Parts Coordinator to take ownership of our Stratford after-sales operation. This is a key role within the business, responsible for coordinating service bookings, parts, and customer communication to ensure work is planned, prepared, and delivered efficiently. You will act as the central point of control between customers, engineers, and suppliers, ensuring jobs run smoothly, customers are kept updated, and the workshop operates at maximum efficiency. This is a busy and varied role, but success comes from planning, prioritisation, and control, not firefighting.
Key Responsibilities1. Customer Communication
- Handle all customer enquiries via phone and email, resolving queries professionally and efficiently
- Provide proactive updates to customers on bookings, repairs, and parts
- Manage and resolve queries and minor complaints early, ensuring a positive customer experience
- Monitor and manage multiple active inboxes daily
2. Service Planning & Booking
- Take ownership of all service and repair bookings for Stratford
- Plan and coordinate the workshop schedule, ensuring jobs are prepared in advance
- Review upcoming bookings weekly, including:
- Confirming customer attendance
- Ensuring correct time allocation
- Confirming parts availability before work begins
- Book work into the schedule only when fully ready to proceed
3. Parts Coordination
- Manage all parts enquiries, including research, quoting, and customer responses
- Create and manage parts orders, ensuring they are correctly linked to jobs
- Book in, organise, and allocate parts to the correct jobs
- Ensure all required parts are available prior to scheduled work
4. Workshop & Operational Support
- Act as the main coordination point between engineers, suppliers, and customers
- Support engineers with job preparation, parts location, and workflow clarity
- Liaise with external suppliers and garages where required
- Review completed work and process invoicing and payments
- Monitor job progress to ensure efficiency and timely completion
Success in This Role Looks Like
- Work is planned, prepared, and runs on schedule
- Parts are ready before vehicles arrive
- Engineers are fully utilised with minimal downtime
- Customers are proactively updated and not chasing for information
- The aftersales operation is organised, controlled, and efficient
Key Challenges (and Opportunities)
- Operating in a fast-paced environment with multiple priorities
- Managing a high volume of customer communication and bookings
- Balancing reactive enquiries with detailed planning work
- Opportunity to bring structure, improve processes, and reduce inefficiencies
Skills & Experience Required
- Previous experience in service coordination, parts, or customer service (automotive or engineering preferred)
- Strong organisational and prioritisation skills
- Ability to manage multiple workstreams with accuracy
- Excellent communication skills with both customers and internal teams
- Strong attention to detail and accountability for outcomes
- Experience using booking or inventory systems (e.g. Dragon2000 or similar) desirable
Personal Attributes
- Highly organised and process-driven
- Takes ownership and sees tasks through to completion
- Calm and effective under pressure
- Proactive and solution-focused
- Comfortable working in a high-interruption environment
- Strong team player who supports the wider operation
Why Join Us?
- Be part of a growing and ambitious business
- Take on a key operational role with real ownership and responsibility
- Opportunity to improve processes and shape how aftersales is run
- Clear progression opportunities within aftersales and wider operations
- Work within a supportive team focused on delivering a strong customer experience
Additional ScopeYou will also play a role in identifying workflow improvements and helping ensure systems and processes support the operation effectively.
Pay: From £27,500.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
