Service Co-ordinator/Call Planner

Vincere; Oldham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave entitlement

Company pension

Healthcare benefits

Job summary

Vincere in Chadderton (OL9) is seeking a Service Co-ordinator / Call Planner for a permanent, full-time role. The office-based position supports the Service Desk, coordinating engineers, clients and internal teams to meet SLAs and maximise productivity.

The successful candidate will log requests, allocate jobs, track progress and ensure clear communication with engineers and customers, while maintaining accurate records. 33 days annual leave and a strong benefits package are included.

Qualifications

• Experience in service coordination, planning or scheduling is beneficial.
• Facilities management, maintenance or engineering-sector experience would be advantageous.
• Strong organisational and time-management skills.
• Confident planning and prioritising a busy workload.
• Comfortable liaising with engineers and customers by phone and email.
• Proficient in Microsoft Office and general IT skills.
• Excellent attention to detail.
• Able to work to SLAs and deadlines.
• Independent and collaborative team player.

Responsibilities

• Receive and log incoming service requests and PPM remedial works.
• Accept jobs through client portals and provide ETAs where required.
• Plan and allocate reactive and planned maintenance jobs to engineers.
• Prioritise work in line with SLAs, job urgency and engineer availability.
• Plan client PPMs to ensure scheduled works are completed within agreed timescales.
• Monitor unattended or unactioned jobs and ensure they are carried forward appropriately.
• Deal with escalation and chase emails promptly.
• Monitor jobs marked as in progress or service incomplete to identify missed return visits.
• Arrange return visits and two-person jobs, liaising with other planners where required.
• Update internal systems when jobs are moved or rescheduled.
• Flag jobs that may exceed cost thresholds to the Compliance Supervisor.
• Ensure proof of delivery details are recorded when parts have been sent to site.
• Maintain accurate job records and documentation.
• Organise and prioritise workload to maximise engineer productivity and meet deadlines.
• Communicate effectively with engineers, customers, colleagues and management.
• Provide holiday cover for other Service Co-ordinators / Call Planners when required.
• Work collaboratively as part of the wider Service Desk team to deliver excellent customer service.

Skills

Organisational skills

Time management

Attention to detail

Communication skills

Teamwork

Tools

MS Office

Job description

Service Co-ordinator / Call Planner

Chadderton – OL9 Permanent, Full Time £25,934 Plus Excellent Package

Our client is a highly reputable and growing facilities management contractor specialising in comprehensive facilities maintenance services.

Due to continued expansion, they are looking to recruit a Service Co-ordinator / Call Planner to join their Service Desk team in Chadderton.

The successful candidate will work closely with engineers, operational colleagues, suppliers, contractors and customers to ensure jobs are allocated effectively, completed within agreed SLAs and engineer productivity is maximised.

Job Duties

• Receive and log incoming service requests and PPM remedial works.
• Accept jobs through client portals and provide ETAs where required.
• Plan and allocate reactive and planned maintenance jobs to engineers.
• Prioritise work in line with SLAs, job urgency and engineer availability.
• Plan client PPMs to ensure scheduled works are completed within agreed timescales.
• Monitor unattended or unactioned jobs and ensure they are carried forward appropriately.
• Deal with escalation and chase emails promptly.
• Monitor jobs marked as in progress or service incomplete to identify missed return visits or additional works.
• Arrange return visits and two-person jobs, liaising with other planners where required.
• Update internal systems when jobs are moved or rescheduled.
• Flag jobs that have reached or are likely to exceed agreed cost thresholds to the Compliance Supervisor.
• Ensure proof of delivery details are recorded when parts have been sent to site.
• Maintain accurate job records and associated documentation.
• Organise and prioritise workload to maximise engineer productivity and meet deadlines.
• Communicate effectively with engineers, customers, colleagues and management.
• Provide holiday cover for other Service Co-ordinators / Call Planners when required.
• Work collaboratively as part of the wider Service Desk team to deliver an excellent customer service.

The Person

• Previous experience in a service coordination, planning, helpdesk or scheduling role would be beneficial.
• Facilities management, maintenance or engineering-sector experience would be advantageous.
• Strong organisational and time-management skills.
• Confident planning and prioritising a busy workload.
• Comfortable liaising with engineers and customers by phone and email.
• Strong Microsoft Office and general IT skills.
• Excellent attention to detail.
• Confident working to SLAs and deadlines.
• Able to work effectively both independently and as part of a team.

Package

• Salary £25,934.
• Permanent, full-time position.
• Office-based role in Chadderton.
• Monday to Friday.
• 33 days annual leave entitlement
• Company pension.
• Healthcare benefits.
• Genuine opportunities for career progression.