Service Co-ordinator

Confidential; Hook; On-site; GBP 32,000 - 38,000; Full time

Job summary

Confidential is seeking a Service Desk Coordinator in Swindon to manage service desk operations, handle customer enquiries and tickets, and ensure timely delivery of service call-outs. You will arrange engineers to attend sites and support daily desk functions, reporting to the Head of Service.

The role emphasizes professional communication, timely updates to clients, and strong organisation in a fast-paced environment. Experience in a customer-service or coordination role is essential.

Qualifications

• Proven experience in a customer service or similar coordination role.
• Excellent organisational and time-management skills.
• Positive attitude and punctuality, able to work collaboratively in an open office environment.
• Comfortable working in a fast-paced, reactive environment with changing priorities.

Responsibilities

• Handle all communication (phone, email etc.) professionally, courteously and accurately, recording instructions and requests from clients and others
• Manage service calls via phone, email and directly into the ticketing system
• Ensure customer portals are updated with service dockets and keep clients informed on ticket status
• Provide general support to the Head of Service
• Allocate new calls to the most appropriate engineer
• Provide status updates to clients or their representatives
• Arrange for quotes to be prepared and sent to clients where additional work is identified following a call-out
• Liaise internally across all departments to ensure client needs are consistently met
• Respond promptly to customer enquiries, providing appropriate solutions or escalating issues as needed
• Undertake general office administration duties as directed

Skills

Customer service

Coordination

Organisational skills

Communication

Teamwork

Tools

Word

Excel

Outlook

Dynamics

Job description

Job Title: Service Desk Coordinator
Location: Swindon
Salary: 34k Basic + Bonus scheme

The Company

Our client is an established Fire & Security business looking to strengthen their Service team with an organised, customer-focused Service Desk Coordinator.

The Role

Our client is looking for a Service Desk Coordinator to manage service desk operations, handle customer enquiries and service tickets, and ensure the timely delivery of service call-outs. You'll arrange engineers to attend site, ensure customer SLAs are met, and support the daily functions of the service desk coordinating service requests, managing workflows and maintaining customer satisfaction. You'll report directly to the Head of Service.

Key Responsibilities

• Handle all communication (phone, email etc.) professionally, courteously and accurately, recording instructions and requests from clients and others
• Manage service calls via phone, email and directly into the ticketing system
• Ensure customer portals are updated with service dockets and keep clients informed on ticket status
• Provide general support to the Head of Service
• Allocate new calls to the most appropriate engineer
• Provide status updates to clients or their representatives
• Arrange for quotes to be prepared and sent to clients where additional work is identified following a call-out
• Liaise internally across all departments to ensure client needs are consistently met
• Respond promptly to customer enquiries, providing appropriate solutions or escalating issues as needed
• Undertake general office administration duties as directed

What We're Looking For

Essential:

• Positive attitude and punctuality, able to work collaboratively in an open office environment
• Comfortable working in a fast-paced, reactive environment, responding to changing priorities throughout the day
• Willingness to grow into more challenging and complex duties as part of personal development
• Good personal presentation, suited to an office environment where clients and VIPs may visit
• Good keyboard skills and familiarity with Word, Excel and Outlook
• Able to work independently as well as part of a team
• Willingness to take part in external training opportunities
• Proven experience in a customer service or similar coordination role
• Excellent organisational and time-management skills

Desirable:

• Experience within the fire/security industry is a bonus but not essential
• Experience with the Dynamics package
• Recognised keyboard or software package certification

If you're an organised, customer-focused professional who thrives in a reactive, fast-moving environment, fire & security experience is a bonus, not a requirement.