Lead Service Coordinator

The Work Shop Resourcing Ltd; Ringwood; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days' annual leave

Free on-site parking

Convenient Ringwood location

Job summary

The Work Shop Resourcing Ltd is seeking an experienced Lead Service Coordinator in Ringwood to manage the Service Department from initial enquiry to completion of each service call.

The role requires strong organisational skills, excellent communication, and an ability to work under pressure in a busy environment. You will coordinate field engineers, manage diaries, arrange sub-contractors and parts, and maintain accurate records for timely service delivery.

Qualifications

• Experience in coordinating a busy service function.
• Strong communication and customer-focused approach.
• Ability to prioritise and manage multiple tasks under pressure.

Responsibilities

• Handle inbound customer calls and emails, providing a consistently high level of customer service.
• Log new service calls accurately and deal with a wide range of customer enquiries in a professional and timely manner.
• Monitor and follow up outstanding service visits to ensure they are progressed and completed efficiently.
• Assess service requirements and schedule engineer visits accordingly.
• Manage engineers' diaries, workloads and daily schedules across an allocated geographical area.
• Coordinate the allocation of work to field service engineers, ensuring resources are used effectively.
• Arrange additional subcontractors, equipment or resources where required.
• Source and order spare parts and ensure they are available when needed.
• Prepare quotations for spare parts and place orders as required.
• Process engineer job parts and maintain accurate records.
• Liaise with customers, engineers, suppliers and subcontractors to ensure jobs progress smoothly from start to finish.
• Identify and respond quickly to changing priorities, ensuring urgent service requirements are dealt with appropriately.

Skills

Customer service

Communication

Organisation

Scheduling

Diary management

Problem solving

Stakeholder management

Job description

We are delighted to be working with a well-established local company that provide fast, reliable solutions to the catering industry, including equipment installations, emergency repairs, maintenance and servicing.

Due to continued growth, they are looking for an experienced Lead Service Coordinator to take responsibility for managing the Service Department and overseeing the process from the initial customer enquiry through to the successful completion of each service call.

Key Responsibilities

• Handle inbound customer calls and emails, providing a consistently high level of customer service.
• Log new service calls accurately and deal with a wide range of customer enquiries in a professional and timely manner.
• Monitor and follow up outstanding service visits to ensure they are progressed and completed efficiently.
• Assess service requirements and schedule engineer visits accordingly.
• Manage engineers' diaries, workloads and daily schedules across an allocated geographical area.
• Coordinate the allocation of work to field service engineers, ensuring resources are used effectively.
• Arrange additional subcontractors, equipment or resources where required.
• Source and order spare parts and ensure they are available when needed.
• Prepare quotations for spare parts and place orders as required.
• Process engineer job parts and maintain accurate records.
• Liaise with customers, engineers, suppliers and subcontractors to ensure jobs progress smoothly from start to finish.
• Identify and respond quickly to changing priorities, ensuring urgent service requirements are dealt with appropriately.

About You

This is a busy, fast-paced role with plenty of moving parts, so you will need to be confident who can work effectively under pressure while maintaining a calm and professional approach.

You will be highly organised, able to prioritise competing demands and comfortable reacting quickly when circumstances change. Excellent communication skills are essential, along with a strong customer-focused attitude and the ability to build positive relationships with both customers and engineers.

Ideally, you will have previous experience in a Service Coordinator, Service Administrator, Helpdesk, Scheduling or similar role, or have worked within an end-to-end customer service environment involving multiple customer touchpoints.

Experience of coordinating field-based engineers, managing diaries, arranging parts or subcontractors would be highly advantageous.

Working Hours & Benefits

• Full-time, office-based position
• Monday to Friday, 9:00am - 5:00pm
• 25 days' annual leave plus bank holidays
• Free on-site parking
• Based close to Ringwood town centre

If you are an organised and customer-focused Service Coordinator looking for an opportunity to take ownership of a busy service function within an established local business, this could be an excellent opportunity for you