Service Coordinator

Job Description

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Murray Recruitment are recruiting a Service Coordinator for our client based in Loanhead.

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Role Overview

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This is an excellent opportunity for an organised and customer-focused Service Coordinator to join a busy service and maintenance environment. The successful candidate will play a key role in coordinating reactive and planned maintenance activities, ensuring jobs are logged, allocated, progressed and completed within agreed timescales.

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Working closely with engineers, customers, suppliers, subcontractors and the Operations team, the Service Coordinator will manage day-to-day service requests, engineer planning and work allocation while monitoring SLAs and maintaining accurate job and contract records.

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Key Responsibilities

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• Act as a key point of contact for customers, engineers, suppliers and subcontractors regarding service and maintenance requests.

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• Log customer requests accurately and create jobs within the service management system.

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• Manage the Service Desk inbox, prioritising and responding to incoming requests.

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• Plan and allocate reactive maintenance works to mobile engineers and subcontractors.

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• Coordinate planned preventative maintenance (PPM) visits in line with contract schedules.

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• Manage engineer workloads, allocating jobs based on priority, location and availability.

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• Monitor jobs from initial request through to completion, ensuring progress is accurately recorded.

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• Issue work orders and job information to field-based engineers.

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• Liaise with customers regarding appointments, progress updates and completion of works.

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• Monitor SLA performance and ensure works are progressed within contractual timescales.

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• Identify and escalate potential SLA breaches or operational issues.

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• Compile quotations for remedial works identified through engineer reports and subcontractor quotations.

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• Raise purchase orders for materials, parts and subcontractor works.

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• Coordinate parts and materials with suppliers to support planned and reactive works.

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• Monitor customer spend limits and obtain additional authorisation where required.

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• Progress completed jobs through to closure, ensuring all required documentation is received and recorded.

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• Maintain accurate job, service and contract records.

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• Produce reports on open jobs, work status, SLA performance and outstanding actions.

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• Participate in WIP reviews and support the effective management and reduction of outstanding works.

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• Check engineer timesheets and job information for accuracy.

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• Provide wider coordination and administrative support to the Operations team as required.

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Skills & Experience

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• Previous experience within a Helpdesk Coordinator, Service Coordinator, Maintenance Coordinator or similar position.

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• Experience within facilities management, building services, engineering or maintenance would be advantageous.

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• Strong experience coordinating engineers, subcontractors or field-based teams.

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• Excellent customer service and telephone skills.

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• Strong planning and organisational abilities with the confidence to manage multiple priorities.

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• Ability to work effectively within a fast-paced environment and respond to changing requirements.

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• Excellent attention to detail and accurate record-keeping skills.

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• Strong communication skills with the ability to build effective relationships with customers, engineers and contractors.

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• Good working knowledge of Microsoft Office, including Word, Excel and Outlook.

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• Experience using service management, CAFM or job scheduling systems would be beneficial.

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• Proactive approach with the ability to work independently and as part of a wider team.

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Offering

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• Salary £27,980 per annum.

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• Full-time, permanent position.

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• Monday to Friday, 8.00am – 5.00pm.

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• Based in Loanhead. Hybrid working 3 days office based and 2 days from home

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• 30 days holiday entitlement, increasing after 2 years’ service.

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• Company pension scheme.

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• Health Shield.

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• Employee benefits and rewards scheme.

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• On-site parking.

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• Supportive working environment within an established service and maintenance operation.

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