Field Service Desk Coordinator

nGeneration; Tividale; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Ongoing training and development

Career progression within a growing te

Team-building activities

Long Service Awards and recognition

Supportive and collaborative team

Job summary

nGeneration is seeking a Field Service Desk Coordinator at our Tipton head office. You will be the key link between customers and Field Service Engineers, logging service requests, scheduling engineers across the UK, and keeping customers informed through resolution.

This fast-paced role requires excellent customer communication, strong organisation, and the ability to prioritise under pressure. Join a supportive team offering 3-on/3-off shifts, training, and career progression.

Qualifications

• Essential: Excellent customer service and communication skills.
• Essential: Strong organisational and prioritisation abilities.
• Essential: Experience using Microsoft Office applications, including Outlook and Excel.
• Essential: Ability to work independently and make decisions under pressure.
• Essential: Good understanding of UK geography.
• Essential: A professional and positive approach to customer interactions.

Responsibilities

• Acting as the first point of contact for customers requiring technical support.
• Logging and managing service requests.
• Scheduling and coordinating Field Service Engineers across the UK.
• Monitoring service levels and responding to changing priorities.
• Liaising with customers, engineers and internal departments.
• Keeping customers updated on job progress and resolution times.
• Identifying and escalating technical issues where required.
• Managing engineer workloads to ensure the most efficient service delivery.

Skills

Customer service

Communication

Organisation

Decision making under pressure

Microsoft Outlook

Microsoft Excel

Geography of UK

Independent worker

Tools

Scheduling

Dispatch

Workforce planning

Job description

Field Service Desk Coordinator

Tipton, England, United Kingdom

£27,178 per annum | Full Time | Permanent Shift Pattern: 8:30am - 9:30pm | 3 Days On, 3 Days Off Rolling Rota

Enjoy an average of only 15 working days per month through our 3-on / 3-off shift pattern, giving you more regular time away from work than a traditional Monday-Friday role.

nGeneration is one of the UK's leading providers of integrated technology solutions to the hospitality and retail sectors. We are looking for a proactive and customer-focused Field Service Coordinator to join our busy Field Service team at our Head Office.

This is a fast-paced role where no two days are the same. You will be the key link between our customers and Field Service Engineers, ensuring service requests are handled efficiently, engineers are scheduled effectively, and customers are kept informed throughout the resolution process.

If you enjoy problem solving, working under pressure and delivering great customer service, we'd love to hear from you.

What You'll Be Doing

• Acting as the first point of contact for customers requiring technical support.
• Logging and managing service requests.
• Scheduling and coordinating Field Service Engineers across the UK.
• Monitoring service levels and responding to changing priorities.
• Liaising with customers, engineers and internal departments.
• Keeping customers updated on job progress and resolution times.
• Identifying and escalating technical issues where required.
• Managing engineer workloads to ensure the most efficient service delivery.

What We're Looking For

We are looking for someone who is organised, confident and thrives in a busy operational environment.

Essential:

• Excellent customer service and communication skills.
• Strong organisational and prioritisation abilities.
• Experience using Microsoft Office applications, including Outlook and Excel.
• Ability to work independently and make decisions under pressure.
• Good understanding of UK geography.
• A professional and positive approach to customer interactions.

Desirable:

• Experience in scheduling, dispatch or workforce planning.
• Previous Service Desk or Helpdesk experience.
• Understanding of IT hardware, networking and Windows environments.
• Experience within hospitality, retail or EPoS support environments.

Why Join nGeneration?

At nGeneration, our people are at the heart of what we do. We invest in our teams and provide a supportive environment where you can develop your skills and build a long-term career.

Benefits include:

• Ongoing training and development opportunities.
• Career progression within a growing technology business.
• Company events and team-building activities.
• Long Service Awards and recognition schemes.
• Supportive and collaborative team environment.

Working Pattern

• 3 days on, 3 days off rolling rota.
• 12-hour shifts.
• Hours: 8:30am to 9:30pm.
• Full-time permanent position based at Head Office in Tipton