Service Coordinator

Adecco; Nottingham; On-site; GBP 23,000 - 29,000; Full time

Job summary

Adecco is seeking a highly organised Service Co-ordinator for our client in Birchwood, Warrington. You will plan, coordinate and monitor field engineering activities to maximise engineer utilisation, support revenue targets and deliver outstanding customer service.

You will be the first point of contact for customers, managing reactive call-outs, scheduling preventative maintenance and arranging remedial works while ensuring SLAs are met and operational efficiency is maintained.

Qualifications

• Excellent communication with customers and suppliers.
• Strong customer service focus with the ability to resolve issues effectively.
• Ability to interpret KPI and performance data.
• Strong organisational and prioritisation skills.
• Proficient in MS Office (Word, Excel, Outlook).

Responsibilities

• Schedule preventative maintenance visits for field engineers.
• Coordinate reactive service calls and remedial works.
• Manage engineer diaries to maximise productivity and revenue.
• Act as the first point of contact for customer enquiries.
• Ensure all service visits are scheduled in accordance with procedures and customer requirements.
• Monitor and manage customer SLAs and communicate if targets cannot be met.
• Collaborate with colleagues to support national and key account customers.
• Review engineering reports and data for accuracy and compliance.
• Coordinate subcontractors and arrange engineer travel and accommodation as needed.
• Maintain service management systems and databases.
• Provide accurate information to Accounts to support invoicing and processes.
• Produce KPI and revenue reports and business updates.

Skills

Communication

Customer service

KPI analysis

Organisation

Teamwork

Tools

MS Office

Job description

Service Co-ordinator

Location: Birchwood, Warrington

Salary: Up to £26,000 per annum

Reporting To: Service Desk Manager

About the Role

We are seeking an organised and customer-focused Service Co-ordinator to join our client's team in Birchwood, Warrington. This is a fast-paced position responsible for planning, coordinating and monitoring field engineering activities to maximise engineer utilisation, support revenue targets and deliver exceptional customer service.

As the first point of contact for customers, you will manage reactive call-outs, preventative maintenance scheduling and remedial works while ensuring service level agreements (SLAs) are met and operational efficiency is maintained.

Key Responsibilities

• Schedule preventative maintenance (PPM) visits for field engineers.
• Coordinate reactive service calls, revisits and remedial works.
• Manage engineer diaries to maximise productivity, utilisation and revenue generation.
• Act as the first point of contact for customer enquiries, providing a professional and efficient service.
• Ensure all service visits are scheduled in accordance with company procedures and customer requirements.
• Monitor and manage customer SLAs, communicating proactively where targets cannot be achieved.
• Collaborate with colleagues across the wider business to support national and key account customers.
• Review and validate engineering reports and handheld device data to ensure accuracy and compliance.
• Coordinate subcontractors, ensuring work is delivered to company standards and within agreed timescales.
• Raise subcontractor purchase orders in line with company procedures.
• Arrange engineer van stock requirements when required.
• Maintain and update service management systems and databases.
• Organise engineer accommodation and travel arrangements when necessary.
• Track job completion and ensure engineer worksheets and reports are returned promptly.
• Provide accurate information to internal departments, including Accounts, to support invoicing and operational processes.
• Produce and distribute management information, including KPI reports, revenue reports and business updates.
• Support the management team with additional administrative and operational tasks as required.

Accountabilities

The successful candidate will be accountable for:

• Maximising engineering productivity and utilisation.
• Supporting daily and weekly revenue targets.
• Ensuring service requests are processed accurately and with comprehensive detail.
• Maintaining a strong commercial focus to minimise non-productive time.
• Supporting a team of approximately 10-15 field engineers within the designated business area.

Skills & Experience

Essential

• Excellent communication skills with customers, suppliers and colleagues.
• Strong customer service focus with the ability to resolve customer issues effectively.
• Ability to interpret and act upon KPI and performance data.
• Strong organisational and prioritisation skills with the ability to manage multiple tasks.
• Positive and collaborative team player.
• Confident user of Microsoft Office, including Word, Excel and Outlook.
• Calm, resilient and adaptable, with experience working within a fast-paced service environment.

Desirable

• Experience within a service coordination, scheduling or planning environment.
• Knowledge of service management systems.
• Product and parts knowledge (training will be provided).
• Understanding of quality, environmental and health & safety standards including:
• ISO 9001
• ISO 14001
• ISO 45001
• BAFE SP203
• NSI Gold
• LPS 1014 (BRE)

Additional Information

This role operates in a reactive environment and therefore requires flexibility and adaptability to changing business needs. The successful candidate will be expected to undertake ongoing training to further develop their commercial and technical knowledge.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.