Service Operations Coordinator
Future Service Operations Manager
Location: Bristol (Office Based)
Salary: £32,000 - £42,000 (Dependent on Experience)
Hours: Full Time | Permanent
Join WPS UK
WPS UK is one of the UK's leading independent specialists in the installation, maintenance and support of automated perimeter security systems.
We protect some of the country's most critical assets by delivering installation, commissioning, Planned Preventative Maintenance (PPM), reactive maintenance and 24/7 emergency support for clients throughout the UK and internationally.
Our customers operate within:
· Critical National Infrastructure
· Government
· Defence
· Utilities
· Transport
· Data Centres
· Commercial Property
· Industrial Manufacturing
· High Security & Hostile Vehicle Mitigation (HVM)
Our engineers maintain and support:
· Automated Gates
· Automatic Barriers
· Rising Bollards
· Road Blockers
· Hostile Vehicle Mitigation Systems
· Turnstiles
As our business continues to grow, we are looking for an experienced Service Operations Coordinator who wants to become part of our long-term leadership team.
This is far more than a scheduling role.
We are looking for someone who wants to build a career, take ownership of a growing service department and progress into Service Operations Manager.
The Opportunity
This position is at the centre of our business.
Every service visit, emergency breakdown, planned maintenance inspection, installation support activity and customer communication passes through the Service Department.
Working alongside our Operations Director, you will become responsible for coordinating the complete service operation, ensuring engineers are deployed efficiently, customers receive exceptional communication and every contract is delivered to the highest possible standard.
As the business grows, you will be given increasing responsibility with a structured development plan into Service Management.
Your Responsibilities
National Service Planning
· Coordinate and schedule engineers throughout the UK.
· Plan reactive maintenance, emergency call-outs, installations and commissioning support.
· Schedule Planned Preventative Maintenance (PPM) visits.
· Allocate engineers based upon competency, location, availability, customer priority and contractual response times.
· Manage engineer utilisation and daily productivity.
· Coordinate overseas support activities where required.
Note: There maybe some overseas planning when the requirement arises.
Customer Service Excellence
You will become the primary operational contact for many of our key customers.
Responsibilities include:
· Managing customer enquiries.
· Providing regular progress updates.
· Managing customer expectations.
· Ensuring contractual response times are achieved.
· Maintaining excellent customer relationships.
· Managing customer-specific service portals.
· Supporting contract renewals and aftersales activities.
Service Operations
You will manage service jobs from initial enquiry through to financial completion, including:
· Job creation
· Resource planning
· Engineer scheduling
· Purchase Orders
· Supplier coordination
· Parts ordering
· Customer communication
· Quotation preparation
· Warranty administration
· Completion documentation
· Customer sign-off
· Invoicing
· Contract administration
Operational Administration
· Maintain CRM and Field Service Management systems.
· Produce operational KPI reports.
· Management of customer portals.
· Monitor contract performance.
· Track engineer response times.
· Monitor PPM compliance.
· Manage warranty records.
· Maintain accurate customer asset databases.
· Produce monthly operational reports.
· Identify opportunities for continuous improvement.
Department Development
Working closely with management you will:
· Improve service procedures.
· Help develop departmental processes.
· Introduce operational efficiencies.
· Support business growth.
· Assist with future recruitment.
· Develop KPI reporting.
· Help shape the future direction of the Service Department.
Essential Experience
Applicants should demonstrate:
· Minimum 5 years' experience working within an engineering service environment.
· Previous responsibility for planning field-based engineers.
· Experience managing reactive maintenance and emergency call-outs.
· Strong understanding of Planned Preventative Maintenance (PPM).
· Experience working with customer portals.
· Experience processing jobs from enquiry through to invoicing.
· Previous experience using CRM or Field Service Management software.
· Excellent Microsoft Office skills, particularly:
o Outlook
o Excel
o Word
o Teams
· Excellent organisational skills.
· Strong commercial awareness.
· Ability to prioritise multiple workstreams simultaneously.
· Excellent written and verbal communication skills.
· Experience working to contractual Service Level Agreements (SLAs).
Industry Experience
We would particularly like to hear from applicants with experience within:
· Physical Perimeter Security
· Fire & Security
· Facilities Management
· Mechanical & Electrical Services
· Industrial Engineering
· Building Services
· Lift Engineering
· HVAC
· Specialist Engineering Services
Experience within perimeter security or critical infrastructure maintenance would be highly advantageous.
Career Progression
This role has been created as part of our succession planning.
We are not simply recruiting a Service Coordinator—we are investing in our future Service Manager.
You will receive ongoing mentoring and exposure to:
· Department Management
· Leadership
· Resource Planning
· Financial Performance
· Operational Strategy
· Contract Management
· KPI Management
· Continuous Improvement
· Team Development
· Business Growth
As WPS UK expands throughout the UK and overseas, this role offers genuine opportunities to develop into a senior management position.
Personal Attributes
The successful candidate will be:
· Highly organised.
· Customer-focused.
· Commercially aware.
· Calm under pressure.
· Confident making decisions.
· A natural planner.
· A strong communicator.
· Positive and professional.
· Able to build relationships with customers and engineers alike.
· Self-motivated and proactive.
· Passionate about delivering outstanding customer service.
· Ambitious and committed to developing into a management role.
What We Offer
· £32,000 - £42,000 salary depending on experience.
· Clear progression to Service Manager.
· Annual salary reviews.
· Performance-related progression.
· Ongoing training and mentoring.
· Exposure to prestigious UK and international projects.
· Modern office environment.
· Company pension.
· 25 days annual leave plus Bank Holidays.
· Birthday as an extra holiday.
· Long-term career stability.
· Opportunity to become a key member of the WPS UK leadership team.
Who Should Apply?
This role is ideal for someone currently working as a:
· Senior Service Operations Coordinator
· Senior Service Coordinator
· Senior Service Administrator
· Service Desk Supervisor
· Assistant Service Manager
who is ready to take ownership of a growing national service operation and progress into senior management.
If you are looking for a role where your ideas matter, your contribution is recognised, and your career can genuinely progress, then we would love to hear from you.
Pay: £32,000.00-£42,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
