Service Desk Coordinator
GMS Espresso – Commercial Coffee Machine Service & Engineering
GMS Espresso is a growing service company specialising in commercial coffee machines. We are looking for an organised, confident and customer-focused Service Desk Coordinator to join our team and play an important role in the day-to-day running of our service operation.
The Role
You will be a key point of contact between our customers, engineers and internal team, making sure service calls are handled professionally and jobs progress efficiently from initial request through to completion.
Main Responsibilities
- Receive customer service calls and emails
- Raise and manage service jobs
- Schedule and coordinate engineer visits
- Communicate ETAs and job updates to customers
- Monitor open and outstanding jobs
- Follow up jobs requiring revisits or additional parts
- Keep customers informed throughout the service process
- Maintain accurate information within our CRM/service system
- Work closely with the Technical Manager and engineering team
- Escalate urgent or unresolved issues appropriately
- Help ensure a high standard of customer service and communication
- Support the wider office team when required
What We Are Looking For
We are looking for someone who is:
- Highly organised and able to manage multiple priorities
- Confident communicating with customers by telephone and email
- Calm and professional when dealing with urgent situations
- Comfortable making day-to-day decisions
- Reliable and accountable
- Good at following jobs through to completion
- Confident using computer systems and CRM software
- A strong team player
- Willing to learn and develop as the business grows
- Good geographical knowledge
Previous experience in a service desk, engineering coordination, field service, scheduling or customer service environment would be an advantage.
Experience with commercial coffee machines is not essential — training can be provided.
What We Offer
- A key position within a growing business
- Training and ongoing support
- Opportunity to develop with the company
- A friendly and professional working environment
- Direct involvement with our service and engineering operation
Location: Stokenchurch
Hours: 37.5 Per week
Salary:DoE
Start Date: asap
Apply
If you are organised, customer-focused and enjoy working in a fast-moving service environment, we would like to hear from you.
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
