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 an...