Service Co-ordinator, Fire, Safety and Security
Job Summary
The Service Coordinator is responsible for organizing, scheduling, and overseeing service operations to ensure efficient delivery of services to clients or customers. This role acts as a central point of communication between customers, service teams, and management, ensuring that service requests are handled promptly, resources are allocated effectively, and customer satisfaction is maintained.
Key Responsibilities
1. Service Scheduling & Coordination
- Plan, schedule, and dispatch service technicians or field staff.
- Prioritize service requests based on urgency and service level agreements (SLAs).
- Monitor daily service activities and adjust schedules as needed.
2. Customer Service & Communication
- Act as the primary contact for customer inquiries and service requests.
- Provide updates on service status, delays, or changes.
- Resolve customer concerns in a timely and professional manner.
3. Work Order Management
- Create, track, and close work orders in the system.
- Ensure all service documentation is accurate and up-to-date.
- Maintain records of service history and customer interactions.
4. Team Coordination
- Liaise with technicians, engineers, or service personnel to ensure job completion.
- Provide technicians with job details, materials, and instructions.
- Support team productivity by ensuring resources are available.
5. Inventory & Resource Management
- Track parts, tools, and equipment required for service jobs.
- Coordinate with procurement or warehouse teams for stock availability.
- Ensure timely delivery of materials to service sites.
6. Compliance & Quality Assurance
- Ensure services are delivered in compliance with company policies and regulations.
- Monitor service quality and follow up on completed jobs.
- Assist in implementing process improvements.
7. Reporting & Administration
- Prepare reports on service performance, KPIs, and customer satisfaction.
- Maintain databases and service management systems.
- Assist with billing, invoicing, and service documentation.
Key Skills & Competencies
- Strong organizational and multitasking abilities
- Excellent communication and interpersonal skills
- Problem-solving and decision-making skills
- Attention to detail and accuracy
- Ability to work under pressure and meet deadlines
- Customer-focused mindset
- Proficiency in service management software
Qualifications & Experience
- Formal qualifications in Business Administration, Operations Management, or related field (preferred but not always required)
- Proven experience in a coordination, administrative, or customer service role
- Experience in service-based industries (e.g., HVAC, healthcare, IT services, logistics) is an advantage
- Familiarity with scheduling and dispatch systems
Working Conditions
- Office-based with frequent communication via phone and email
- May require occasional overtime or shift work depending on service demands
- Interaction with field staff and clients regularly
Key Performance Indicators (KPIs)
- Response and resolution time for service requests
- Customer satisfaction scores
- Service completion rates
- Schedule adherence and efficiency
- Accuracy of documentation and reporting
Job Types: Full-time, Permanent
Pay: £30,000.00-£33,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
Work Location: In person
