Service Coordination Manager - North & Scotland

Kone México; Long Lee; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Bonus

25 days holiday plus 8 bank holidays

Pension scheme

Private Medical Insurance

GP and wellbeing support

Employee discounts

Development reviews

Career progression opportunities

Job summary

KONE is seeking a Service Coordination Manager to lead the North & Scotland Service Coordination team. This is a busy, people-focused role where you’ll ensure engineers are supported with effective scheduling and customers receive excellent service.

You’ll manage day-to-day performance, coach your team, prioritise workloads and collaborate with Customer Service and Operations to drive improvements using data and feedback. Hybrid office-based role with 4 days in the office, 1 day from home.

Qualifications

• Experience leading a service/operations coordination team.
• Proven ability to schedule and prioritise workloads in a fast-paced environment.
• Strong people management and development skills.
• Excellent communication with customers and internal teams.

Responsibilities

• Lead, coach and develop the Service Coordination team across North & Scotland.
• Coordinate daily workloads and prioritise jobs for efficient scheduling.
• Support team decisions when priorities change and manage escalation handling.
• Work closely with operational managers, engineers and other regional teams.
• Build relationships between Customer Service and Operations.
• Set clear objectives and development plans for team members.
• Monitor performance metrics and take action to improve service levels.

Skills

People management

Scheduling

Dispatch planning

Customer service

Communication

Problem-solving

Stakeholder management

Team development

Leadership

Tools

SAP

CRM

Salesforce

Excel

Outlook

Job description

Service Coordination Manager – North & Scotland

Location: Office based – 4 days in the office, 1 day working from home
Region: North & Scotland

Lead the team that keeps our service operation moving

We’re looking for a Service Coordination Manager to lead and develop our Service Coordination team across the North & Scotland. This is a busy, people-focused role where you’ll make sure our customers receive a great service, our engineers are supported with effective scheduling and our coordination team has everything they need to succeed.

Great people management skills are a must. We’re looking for someone who enjoys leading others, brings a positive can-do attitude, stays calm when priorities change and naturally looks for solutions. Experience in dispatch, planning, scheduling or a contact centre environment would be a great advantage.

What you’ll be doing

You’ll take ownership of the day-to-day performance of the Service Coordination team, including:

• Leading, coaching and developing your team, creating a positive and supportive working environment.
• Coordinating daily workloads and making sure jobs are effectively prioritised and scheduled.
• Supporting the team to make quick, confident decisions when priorities change.
• Working closely with operational managers, engineers and other teams across the region.
• Building strong relationships between Customer Service and Operations.
• Setting clear expectations, objectives and development plans for team members.
• Monitoring team performance, KPIs and SLAs and taking action where improvements are needed.
• Using data and customer feedback to identify opportunities to improve the service we provide.
• Supporting recruitment, onboarding and development of new team members.
• Handling escalated customer issues and helping the team find practical solutions.
• Ensuring processes, policies and systems are used consistently.
• Encouraging collaboration and a one-team approach across KONE.

People leadership is the most important part of this role. You'll need to be someone who can motivate a team, manage performance and create an environment where people want to do their best work.

You’ll ideally bring

• Strong people management experience within a busy operational, customer service or contact centre environment.
• Around 3+ years' management experience, ideally leading a medium-sized team.
• A positive, proactive and can‑do approach.
• Strong coaching, performance management and team development skills.
• The ability to organise, prioritise and keep things moving in a fast‑paced environment.
• Confidence working with different stakeholders and building strong relationships.
• Good problem‑solving skills and the ability to make practical decisions.
• Strong customer service and complaint‑handling experience.
• Good communication and listening skills.
• Confidence using Microsoft Word, Excel and Outlook.
• Experience with systems such as SAP, CRM and Salesforce.
• Dispatch planning, scheduling or workforce coordination experience would be beneficial.

Why KONE?

At KONE, we want our people to grow with us. You'll join a global organisation where you'll have the opportunity to develop your leadership skills, build your career and work alongside experienced teams across the lift and escalator industry.

What we offer

• Competitive salary
• Bonus
• 25 days' holiday plus 8 Bank Holidays
• Pension scheme
• Private Medical Insurance
• 24/7 GP and wellbeing support
• KONE employee discounts
• Regular development reviews
• Career development and progression opportunities
• Support from experienced leaders across the business

If you're a people-focused leader who enjoys solving problems, developing teams and making things happen, we'd love to hear from you.

Please note: This role is not eligible for visa sponsorship

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co‑workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.