Service Coordination Specialist - Customer Experience & Ops

MasterMover Ltd; Compton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Life Assurance

Pension Scheme

Retail & Gym Discounts

Employee Assistance Programme

Virtual GP Access

Cycle to Work Scheme

Job summary

MasterMover Ltd. is seeking a highly organised Service Coordinator to act as a central point of contact for direct customers and service partners.

You will coordinate and progress service enquiries, maintain CRM records, and provide proactive updates to stakeholders. The role involves collaborating with Parts Operations, Technical Support, Sales, Warranty, and Engineering to resolve issues and ensure onsite servicing runs smoothly.

Qualifications

• Experience in a service coordination, helpdesk, customer service, or operations role.
• Strong organisational skills and the ability to manage multiple open cases simultaneously.
• Excellent written and verbal communication skills.
• Customer-first mindset with a proactive and solutions-focused approach.
• Experience using CRM systems (Salesforce, HubSpot or similar).
• Strong attention to detail and commitment to accurate data management and reporting.

Responsibilities

• Manage and coordinate UK service requests, ensuring timely resolution and clear communication throughout.
• Maintain accurate records of all service cases within CRM and service tracking systems.
• Provide proactive updates to customers and internal stakeholders.
• Follow internal processes to ensure technical requests and customer parts orders are processed efficiently.
• Collaborate with internal teams including Parts Operations, Technical Support, Machine Sales, Warranty, Marketing, Production and Engineering to resolve issues.
• Coordinate with Service Controllers and service partners to support onsite servicing and repairs.
• Monitor service enquiries and case status, escalating trends, recurring issues or risks where appropriate.
• Assist with service reporting, performance metrics and management reviews.
• Identify process inefficiencies and contribute to continuous improvement initiatives.
• Provide general administrative support to the Service department and support ad hoc projects.

Skills

CRM systems

Organisational skills

Communication

Time management

Customer service

Tools

Salesforce

HubSpot

Job description

MasterMover Ltd. is seeking a highly organised Service Coordinator to act as a central point of contact for direct customers and service partners.

You will coordinate and progress service enquiries, maintain CRM records, and provide proactive updates to stakeholders. The role involves collaborating with Parts Operations, Technical Support, Sales, Warranty, and Engineering to resolve issues and ensure onsite servicing runs smoothly.