Job Description: Service Desk Coordinator
Contract Type: Permanent, Full-Time
Working Hours: Monday to Friday – 8.45am – 5.15pm (Office based)
About Us:
We’re a passionate commercial coffee machine supplier with customer service at the heart of everything we do. From high‑quality coffee machines and freshly roasted beans to servicing, engineering support and professional cleaning solutions — we help businesses serve exceptional coffee, effortlessly.
We’re proud of our reputation for outstanding service (our Google reviews speak for themselves), and we’re looking for someone who shares our passion.
Overview
The Service Desk Coordinator is responsible for delivering Service Excellence to our customers. They will be responsible for using Roast & Ground and our partner suppliers’ resource to meet our customer SLAs in line with our drinks equipment service agreements. This includes coordinating and arranging preventative maintenance visits and emergency call-outs, managing operated accounts as well as hygiene and ad hoc customer and sales team requests. They will instruct the engineers and wider team responsible for service delivery, ensuring that they have the tools and support they need for the task. Meeting our SLAs, operating in line with our Consider It Done commitments, operational efficiency and customer satisfaction levels are key measurables for this role.
Key Responsibilities:
1. Preventative Maintenance & Call-outs – Receive, allocate, record, monitor and close down scheduled and emergency service jobs using our Clik Service Management Programme and in accordance with company processes and SLAs.
2. Operated Accounts & Hygiene Service - Manage the delivery of the operated account service and hygiene visits to customers.
3. Service Excellence – Ensure work procedures are identified, agreed, briefed, audited and reported on to an agreed standard.
4. Process Improvement - Assist Head of Operations in developing initiatives that will help monitor and improve product/service quality and reduce call-outs on an on-going basis. Ensure Consider It Done reflects the latest operational processes.
5. Compliance – Ensure compliance with industry regulations, standards, AVA best practices as well as agreed company Policies and Procedures identified within Consider It Done.
6. H&S - Ensure the function operates safely in all areas and in accordance with regulatory and best practice.
7. KPIs – Tracking and reporting to include time to site, % remotely cleared calls, first time fix rate, % engineer ‘work’ time, customer feedback, machine delivery to installation time.
Your Skills and Experience
- Experience coordinating work on a technical service desk required.
- Experienced in the use of a service management programme such as Clik and comfortable using a CRM.
- Great administrative skills and excellent numerical skills.
- Strong ability to prioritise work and multi-task in a busy environment
- Flexible and adaptable to respond to customer needs.
The Role
What we offer:
- Competitive salary
- A high-performing, friendly team
- 22 days holiday plus bank holidays (rising to 25 with service)
- Sick pay to support your wellbeing
- Being part of a warm, supportive, family-run business
- Free on-site parking
- And of course… excellent, unlimited coffee
Thank you for your interest in this role. Please note due to the high volume of applications, we may not be able to respond to candidates who are not shortlisted. If you have not been contacted within 10 days of submitting your application, unfortunately your application will not have not been successful.
Job Type: Full-time
Pay: £32,000.00-£36,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Application question(s):
- Do you live within a 40 minute commute of our Chessington office?
Experience:
- Service Desk: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
