Customer Service Coordinator

Wilson Alarm Systems Limited; Leicester; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Parking nearby

Training and development opportunities

Competitive salary

Job summary

Wilson Alarm Systems Limited in Leicester is seeking a Service Coordinator to organise maintenance visits for intruder alarm systems and support engineers' schedules.

You will handle customer enquiries, manage service reports, invoices and records, and ensure NSI Gold standards are followed.

This role requires strong communication, organisation, initiative, and the ability to stay calm in a busy service environment, with hybrid working and parking options.

Qualifications

• Experience in service coordination, scheduling, administration or customer service.
• Strong communication, organisation and attention to detail.
• Comfortable working with IT systems and databases.

Responsibilities

• Plan and manage preventative maintenance appointments for engineers, ensuring efficient schedules and targets are met.
• Liaise with service and maintenance engineers to monitor progress and close out tasks.
• Be the main contact for customers, handling calls and service email inquiries promptly and professionally.
• Prepare service reports, maintain customer and property records, and update internal systems with service notes and contacts.

Skills

Highly organised

Customer service

Communication skills

Attention to detail

Team player

Tools

IT systems/databases

Job description

We are looking for an organised, proactive and customer-focused Service Coordinator to join our team in Leicester. Find out more below.

Location: Leicester, LE2 8HP
Hours: Monday to Friday, 8:45am - 4:45pm
Hybrid working available

About The Role

We are looking for an organised, proactive and customer-focused Service Coordinator to join our team in Leicester.

In this role, you will be responsible for coordinating preventative and corrective maintenance visits for our clients’ intruder alarm and security systems. You will help ensure our engineers’ diaries run smoothly, customer queries are handled promptly and professionally, and all service tasks are completed in line with our internal processes and NSI Gold standards.

This is a varied role that requires strong communication skills, attention to detail, initiative and the ability to stay calm and organised in a busy service environment.

Key Responsibilities

As a Service Coordinator, your responsibilities will include:

Team and Work Coordination
You will plan and manage preventative maintenance appointments for assigned engineers, ensuring schedules are efficient and targets are met. You will also reorganise appointments when required, respond to engineer availability changes, and help fill diary gaps to keep engineers fully booked.

You will liaise regularly with service and maintenance engineers to monitor progress, support job completion, and ensure tasks are closed, invoiced and documented accurately.

Customer Service
You will be a key point of contact for customers, handling phone calls and managing service email enquiries in a timely, professional and courteous manner.

You will respond to appointment queries, cancellation requests, service changes and more complex enquiries, keeping customers informed throughout the process.

Administration and Job Management
You will ensure service tasks are closed and invoiced promptly, issue service reports, maintain accurate customer and property records, and update internal systems with relevant service notes, asset information and contact details.

You will also support with credit note requests, payment processing, false alarm management and holiday cover for other administration tasks when required.

Revenue and Service Support
You will prepare maintenance agreements for new domestic customers, arrange takeover visits, support accurate invoicing and help ensure monthly extra works revenue targets are achieved.

You may also assist the technical team with remedial works coordination and stock-related administration.

About You

We are looking for someone who is:

• Highly organised and able to manage multipe tasks at once
• Confident communicating with customers and colleagues
• Professional, courteous and calm under pressure
• Flexible and willing to use initiative
• Comfortable working with IT systems and databases
• Thorough, analytical and detail-focused
• Able to resolve problems quickly and sensibly
• A strong listener with excellent customer service skills
• A team player with a positive, practical attitude

Previous experience in service coordination, scheduling, administration, customer service or facilities/security support would be beneficial, although training will be provided.

What We Offer

• Competitive salary, dependent on experience
• Onsite or nearby free parking
• Training and development opportunities
• Friendly and supportive team environment
• Hybrid working available