Hybrid Service Coordinator | Customer & Scheduling Expert

Ocular; Nottingham; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Ocular is hiring a Service Coordinator / Administrator to act as a central link between customers, engineers and service leadership. You will coordinate service activity, update customers, and progress jobs against SLAs and internal targets.

Known as Service Coordinator, you will convert faults, queries and maintenance into well-managed outcomes while maintaining records and commercial processes. This role supports a proactive, customer-driven culture with strong relationships across teams.

Qualifications

• Track record of delivering excellent customer service in a customer-facing role.
• Strong administration skills and confidence using Microsoft Office.
• Excellent organisation skills and ability to meet deadlines.
• Excellent written and verbal communication skills.
• Commercial awareness balancing service, efficiency and cost control.
• Strong UK geographical knowledge to support planning and job allocation.
• Team-focused with ability to support colleagues and high performance.
• Eligibility to live and work in the UK, with verification before employment starts.

Responsibilities

• Deliver excellent customer support while meeting SLAs and internal targets.
• Book work with customers, allocate activity to engineers and follow up jobs through to closure.
• Log and process corrective and preventative service calls accurately in Solarvista and keep records updated.
• Provide clear updates, respond professionally to queries and support effective fault resolution.
• Coordinate relevant H&S paperwork, RAMS and training certificates for customer approval where required.
• Arrange and dispatch plant, spare parts and replacement parts to support service delivery.
• Identify issues, delays or trends that could affect KPIs, SLAs or wider contract performance and escalate them appropriately.
• Support quotations, chargeable works, supplier invoice approvals, invoicing requests and other financial processes.
• Collate, issue and manage documentation in line with company and client financial procedures.
• Maintain effective working relationships with suppliers and subcontractors.
• Support the Helpdesk Team Leader with key performance reporting and deputise when required.
• 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

UK geography

Team player

Eligibility to work in UK

Tools

Solarvista

Job description

Ocular is hiring a Service Coordinator / Administrator to act as a central link between customers, engineers and service leadership. You will coordinate service activity, update customers, and progress jobs against SLAs and internal targets.

Known as Service Coordinator, you will convert faults, queries and maintenance into well-managed outcomes while maintaining records and commercial processes. This role supports a proactive, customer-driven culture with strong relationships across teams.