Hybrid Service Coordinator & Administrator

AWD online; Nottingham; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Ocular is seeking a highly organised Service Coordinator/Administrator to act as the central link between customers, engineers and service leadership. You will coordinate service activity and updates against SLAs, turning faults and planned maintenance into well-managed outcomes while keeping records and commercial processes on track.

You will build trusted relationships with customers, engineers and suppliers, supporting service in a proactive, customer-driven culture and ensuring effective

Qualifications

• Proven track record delivering excellent customer service in a customer-facing role.
• Strong administration skills and confidence using Microsoft Office.
• Excellent organisation skills with the ability to work under pressure and meet deadlines.
• Excellent written and verbal communication skills.
• Commercial awareness balancing customer service, efficiency and cost control.
• Strong geographical knowledge of the UK to support planning and job allocation.

Responsibilities

• Customer Service and SLA Delivery: Deliver excellent customer support while helping ensure agreed SLAs and internal service targets are met
• Engineer Scheduling and Job Coordination: Book work with customers, allocate activity to engineers and follow up jobs through to closure or further action
• Service Call Management: Log and process corrective and preventative service calls accurately in Solarvista and keep records updated
• Customer Communication: Provide clear updates, respond professionally to queries and support effective fault resolution
• Compliance Documentation: Coordinate relevant H&S paperwork, RAMS and training certificates for customer approval where required
• Parts and Plant Coordination: Arrange and dispatch plant, spare parts and replacement parts to support service delivery
• Contract Performance Monitoring: Identify issues, delays or trends that could affect KPIs, SLAs or wider contract performance and elevate them appropriately
• Commercial Administration: Support quotations, chargeable works, supplier invoice approvals, invoicing requests and other financial processes
• Paperwork and Record Control: Collate, issue and manage documentation in line with company and client financial procedures
• Supplier and Subcontractor Liaison: Maintain effective working relationships with suppliers and subcontractors
• Performance Reporting: Support the Helpdesk Team Leader with key performance reporting and deputise when required
• Standards and Procedures: Work in line with company and client procedures, relevant ISO and NSI standards, codes of practice and Health and Safety requirements

Skills

Customer service

Administration

Microsoft Office

Organisation

Communication

Teamwork

UK geography knowledge

Problem solving

Tools

Solarvista

Solarvista Business Manager

Job description

Ocular is seeking a highly organised Service Coordinator/Administrator to act as the central link between customers, engineers and service leadership. You will coordinate service activity and updates against SLAs, turning faults and planned maintenance into well-managed outcomes while keeping records and commercial processes on track.

You will build trusted relationships with customers, engineers and suppliers, supporting service in a proactive, customer-driven culture and ensuring effective