Field Service & Work Order Coordinator

JLL; England; On-site; GBP 30,000 - 42,000; Full time

Job summary

JLL Workplace Management is seeking a professional to lead end-to-end work order management, coordinating planned and reactive services with Integral engineering and supply chain partners.

You will record and classify data for incident resolution, monitor progress against SLAs, and keep customers informed. The role requires excellent communication, adaptability to change, and a proactive service mindset.

Qualifications

• 2+ years working within a work order / scheduling / mobile resource planning environment; FM is advantageous.
• Experience coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
• Experience in a customer service environment driven by customer SLAs, performance measurement and personal work targets.
• Excellent communication – both written and verbal.
• Ability to stay calm in a high paced environment.

Responsibilities

• Responsible for the execution of the end-to-end work order management, including the coordination of all planned and reactive services within remit, detailed planning of work with Integral engineering and our supply chain.
• To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
• To monitor, action and elevate work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
• Procurement of services from external supply partners, including purchase order creation and service delivery management.
• To develop and maintain a good understanding of the core Maximo application, mobile and scheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
• To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
• To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders.
• To handle and actively resolve any customer issues according to the Customer Complaint process.
• To be prepared to work on any CEC contracts, projects and initiatives at short notice to support the changing needs of the business.

Skills

Communication skills

Customer service

Calm under pressure

Time management

Job description

JLL Workplace Management is seeking a professional to lead end-to-end work order management, coordinating planned and reactive services with Integral engineering and supply chain partners.

You will record and classify data for incident resolution, monitor progress against SLAs, and keep customers informed. The role requires excellent communication, adaptability to change, and a proactive service mindset.