Service Co-Ordinator

Job Title: Service Coordinator
Department: Fire, Security & Electrical Services
Reports To: Service Centre Manager
Key Working Relationships:

Internal: Service Operations Director, Service Managers, Field Engineers, Accounts Team

External: Clients, Subcontractors, Suppliers

Role Overview:
This position involves planning, coordinating, and overseeing the daily operations of field engineers. The goal is to ensure their time is used efficiently and that service delivery aligns with performance and revenue goals. The role also involves being the primary point of contact for customers requiring maintenance, emergency responses, or corrective work. A strong emphasis is placed on client satisfaction, operational accuracy, and commercial awareness.

Core Responsibilities:

• Organise and allocate engineer visits for routine servicing and inspections.

• Schedule and manage response calls, follow-up visits, and urgent jobs as needed.

• Arrange remedial tasks based on previous maintenance or emergency findings.

• Act as a communication bridge between clients and engineers, ensuring scheduling is efficient and service levels are maintained.

• Answer incoming calls and emails from customers, acting as the initial contact and working to resolve issues promptly.

• Ensure appointments are booked in line with internal procedures and that engineer time is optimised for maximum efficiency.

• Work to meet agreed service KPIs and proactively communicate with customers when targets can’t be met.

• Coordinate national and high-profile accounts in collaboration with colleagues across regions to ensure seamless service.

• Review data from engineer devices to confirm it meets professional and compliance standards.

• Manage and coordinate subcontractor activity, ensuring they adhere to company service levels and complete work as expected.

• Create subcontractor work orders in line with internal protocols.

• Support the ongoing accuracy and upkeep of the service management system.

• Track the progress of active jobs and ensure completed reports or worksheets are submitted on time and shared with relevant departments (e.g., Finance).

• Remain adaptable to a reactive workload, responding to urgent needs and evolving tasks as required.

Key Responsibilities Include:

• Maximising how engineering hours are used on a day-to-day basis.

• Helping to ensure that both daily and weekly revenue goals are achieved.

• Ensuring that all service requests are processed thoroughly and accurately, especially those involving larger or long-term contracts.

• Contributing to cost-efficiency by reducing downtime and non-productive time wherever possible.

• Supporting a group of approximately 4 to 7 field engineers, depending on assigned region or business segment.

Required Skills & Attributes:

• Strong communication skills with the ability to engage professionally with customers, manufacturers, and internal colleagues.

• Problem-solving ability, especially when dealing with customer-related concerns.

• Comfort working with data and performance metrics (KPI understanding is essential).

• Able to work collaboratively as part of a team.

• Good time management and ability to prioritise tasks to meet deadlines.

• Passionate about providing exceptional customer service and consistently exceeding expectations.

• Proficient in Microsoft Office applications including Word, Excel, and Outlook.

• Calm, flexible, and resilient in a fast-moving and often reactive environment.

Preferred Qualities (Training Provided if Needed):

Prior experience in the Fire & Security Industry

Familiarity with industry-specific tools, parts, and services.

Confident using general IT systems, with solid knowledge of Excel and Word.

Quick thinker with a proactive attitude and good interpersonal skills.

Highly organised with a strong ability to learn on the job.Works well under pressure and maintains attention to detail.

Dependable, punctual, and disciplined in task execution.

About My Client

My client is a market leader in the provision of advanced life safety, security, and fire protection systems. They pride themselves on delivering high-quality, reliable, and innovative solutions across various industries, including commercial, residential, healthcare, and government sectors. With a strong emphasis on customer satisfaction, operational excellence, and continuous improvement, they are now looking for a skilled Service Co-Ordinator to aid the engineers in their Midlands-based operations.

This is a fantastic opportunity for an experienced Service Co-Ordinator, looking to take the next step in their career and join an established, well-respected organisation with a focus on employee development and long-term success.

How to Apply

To apply for the Administrator role, please apply with your most up to date CV to the email in the job advert.