Service Co-ordinator

Complete Security Recruitment Ltd; Swindon; On-site; GBP 31,000 - 37,000; Full time

Job summary

Complete Security Recruitment Ltd in Swindon is seeking a Service Desk Coordinator to join a fire & security business. You will manage service desk operations, handle customer enquiries and service tickets, and ensure timely delivery of service call-outs.

You’ll arrange engineers to attend sites, monitor SLAs and support daily service desk activities. You will report to the Head of Service and play a key role in coordinating requests, updating portals, and maintaining client satisfaction in a

Qualifications

• Proven experience in a customer service or similar coordination role.
• Excellent organisational and time-management skills.
• Good keyboard skills and familiarity with Word, Excel and Outlook.

Responsibilities

• Handle all communication (phone, email etc.) professionally and accurately, recording instructions.
• Manage service calls via phone, email and ticketing system.
• Keep customer portals updated with service dockets and 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 when additional work is identified.
• Liaise internally across all departments to meet client needs.
• Respond promptly to customer enquiries, offering solutions or escalating as needed.
• Undertake general office administration duties as directed.

Skills

Customer service

Ticketing system

Organisation

Communication skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Job Title: Service Desk Coordinator

Location: Swindon

Salary: 34k Basic + Bonus scheme

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

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