About the Role
SIRM is seeking a highly organised and customer-focused Service Coordinator to join our growing team. This is a pivotal role within our service operation, acting as the primary point of contact for both UK and international customers and ensuring that our service commitments are delivered efficiently and professionally.
The successful candidate will coordinate service activities from initial customer enquiry through to quotation, scheduling, service delivery, and invoicing. This is a varied and fast-paced position requiring excellent communication skills, strong attention to detail, and the ability to manage multiple priorities simultaneously.
Key Responsibilities
- Monitor and respond to customer service requests in a timely and professional manner.
- Provide customers with quotations and updates throughout the service process.
- Coordinate service interventions by liaising with field engineers, approved subcontractors, and internal departments.
- Act as the central point of contact for international customers and overseas service activities.
- Maintain accurate records and reporting on:
- Completed work
- Declined opportunities and reasons
- Service performance metrics and statistics
- Support procurement activities for field engineers.
- Ensure timely and accurate invoicing of completed work.
- Arrange overseas service interventions and support international operations.
- Work closely with the wider service team, including providing support to our 24/7 service function.
- Provide general administrative support as required.
- Undertake additional duties as reasonably required to support business operations.
About You
You will be a confident communicator with a strong customer service background and a proactive approach to problem-solving. You thrive in a busy environment, enjoy working as part of a team, and can manage competing priorities while maintaining excellent attention to detail.
Essential Requirements
- Previous experience in a customer service or customer-facing role.
- Strong communication skills with the ability to engage effectively at all levels.
- Experience managing customer relationships and ensuring high levels of customer satisfaction.
- Excellent organisational and administrative skills.
- Strong numerical and literacy skills with attention to detail.
- Proficient in Microsoft Office applications including Word, Excel, and Outlook.
- A-Level qualification in Mathematics, Numeracy, or a related subject.
- GCSE grades A-C (or equivalent) in at least five relevant subjects.
- Ability to work effectively within a multidisciplinary team environment.
Desirable Experience
- Experience in a Service Coordinator, Service Administrator, or Sales Support role.
- Experience within technical, engineering, maritime, or industrial sectors.
- Knowledge of Microsoft Business Central, Dynamics 365, SharePoint, CRM systems, and customer service ticketing platforms.
Personal Attributes
- Calm, confident, and professional under pressure.
- Excellent verbal and written communication skills.
- Outstanding telephone and customer relationship management skills.
- Highly organised with strong time management capabilities.
- Positive attitude and willingness to learn and develop.
- Flexible approach to work and changing priorities.
Additional Information
This is a full-time position. As a key support role within the business, flexibility regarding working hours and occasional overtime may be required to meet operational demands.
The role involves regular use of computer systems and telephone communications. Confidentiality is essential due to the handling of commercially sensitive and financial information.
Occasional travel may be required.
Why Join SIRM?
- Opportunity to work within a respected and growing organisation.
- Varied and engaging role with international customer exposure.
- Supportive team environment.
- Ongoing training and development opportunities.
- Opportunity to contribute directly to customer satisfaction and business success.
If you are a proactive, customer-focused professional looking for your next challenge, we'd love to hear from you. Apply today.
Pay: £26,000.00-£28,500.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Ability to commute/relocate:
- Chelmsford CM3 5ZA: reliably commute or plan to relocate before starting work (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
