Service Operations Coordinator
ORCA Plumbing & Heating Ltd – Crawley
ORCA Plumbing & Heating Ltd is an established plumbing and heating company founded in 2012. As our client base continues to grow, we are continuing to expand and strengthen our team.
We are proud to offer stable roles in a supportive working environment and believe that valued staff are key to delivering an excellent service.
The Role:
Are you an experienced planner, scheduler, coordinator, or customer service professional who thrives in a fast-paced environment and enjoys keeping operations running smoothly?
We are looking for a confident and highly organised Service Operations Coordinator to play a key role in scheduling engineers, coordinating appointments, and supporting the day-to-day running of our domestic plumbing and heating services.
This is a planner-led role where you will take ownership of engineer scheduling, problem-solve day-to-day operational challenges, and help deliver an efficient, professional service for our customers. You’ll work closely with engineers and customers to ensure jobs are coordinated effectively and expectations are managed throughout.
Salary, Hours & Benefits
- Monday to Friday, 8:00am – 5:00pm with a 1-hour unpaid lunch break
- Salary: £27,000 – £31,000 per annum, depending on experience
- Monthly pay
- Automatic pension enrolment
- 20 days annual leave plus bank holidays
- Additional annual leave entitlement – receive 1 extra day of holiday for each completed year of service, up to a maximum of 5 additional days
Why Join ORCA?
- Be a key part of the day-to-day running of a growing business
- Work in a varied, fast-paced environment where no two days are the same
- Join a supportive team where your contribution is genuinely valued
- Have real responsibility and ownership within your role
- Opportunity to develop planning, coordination, and operational expertise
What You’ll Be Doing
- Scheduling and coordinating daily workloads for engineers
- Managing engineer diaries and planning appointments efficiently
- Contacting customers to arrange appointments and manage expectations
- Making quick, practical decisions to resolve scheduling changes and challenges
- Handling customer enquiries and maintaining high levels of customer service
- Answering incoming calls and supporting customers professionally
- Helping ensure day-to-day operations run smoothly and efficiently
What We’re Looking For
- Previous experience in planning, scheduling, coordination, or a similar role
- Experience within a customer service or service-based environment
- Strong organisational skills with the ability to manage multiple priorities
- Confidence making decisions and taking ownership of problems
- Calm, proactive approach in a busy, fast-paced environment
- Excellent communication skills and a professional telephone manner
- Good IT skills, including Microsoft Office and scheduling systems
Pay: £27,000.00-£31,000.00 per year
Benefits:
Work Location: In person
