Service Coordinator

Office Angels; Rochdale; On-site; GBP 27,000 - 29,000; Full time

Job summary

Office Angels in Rochdale is seeking a dynamic Service Coordinator to manage day-to-day planning, scheduling and control of service works to ensure on-time delivery. This office-based role focuses on optimising engineer diaries and maintaining SLA performance.

You will monitor live jobs, proactively address issues, and keep accurate records while communicating clearly with stakeholders to manage expectations and service delivery.

Qualifications

• Strong planning, scheduling and prioritisation skills.
• Proven experience managing live workloads under SLA pressure.
• Excellent written and verbal communication.

Responsibilities

• Plan and schedule service works efficiently within the designated area.
• Monitor live jobs to ensure SLA targets are met and reschedule as needed.
• Maintain accurate job records and dashboards; identify data discrepancies.
• Communicate with stakeholders and manage bookings, access, delays and rescheduling.
• Collaborate within the coordination team and contribute to process improvements.

Skills

Planning & scheduling

SLA management

Data accuracy

Communication

Proactive problem-solving

Job description

Service Coordinator

Rochdale

£27,000 - £29,000 per annum

8.30am - 5pm, office based

Our client is seeking a dynamic and detail-oriented Service Coordinator to join their team. This is an exciting opportunity for an individual who thrives in a fast-paced environment and is passionate about ensuring top-notch service delivery.

Role Purpose:

The Service Coordinator will play a pivotal role in the day-to-day planning, coordination, and control of service works. This operationally critical position ensures that work is scheduled effectively, engineer diaries are optimised, and jobs are delivered within service level agreements (SLAs).

Key Responsibilities:

Workload Planning & Scheduling

• Plan and schedule service works efficiently within the designated area.
• Conduct forward planning to optimise engineer diaries for the upcoming periods.
• Ensure all necessary arrangements are in place to achieve an allocatable job state.
• Adapt plans dynamically in response to reactive work or SLA pressures.

SLA Monitoring & Live Job Control

• Monitor live jobs to ensure adherence to SLA response and completion targets.
• Proactively identify and address jobs in jeopardy to protect service delivery.
• Respond to SLA-critical works by rerouting engineers or rescheduling as needed.
• Drive timely completion of jobs to minimise ageing and stalled works.

Job Progression & Data Accuracy

• Conduct morning diary checks to validate completed works and progress jobs appropriately.
• Maintain accurate job records and statuses across coordination dashboards.
• Identify and elevate any data discrepancies affecting work in progress accuracy.

Communication & Stakeholder Coordination

• Serve as the primary point of contact for live works, ensuring clear communication with all stakeholders.
• Confirm bookings and manage expectations regarding access, delays, and rescheduling.
• Provide timely updates on SLA risks and live issues to relevant parties.

Teamwork & Development

• Collaborate effectively within the coordination function and provide cover where needed.
• Engage in continuous improvement initiatives to enhance coordination processes.
• Highlight performance gaps to Regional Service Managers for further action.

Skills & Experience

• Strong planning, scheduling, and prioritisation skills.
• Proven experience in managing live workloads under SLA pressure.
• Previous scheduling experience.
• High attention to detail with a commitment to data accuracy.
• Excellent communication skills, both written and verbal.
• Proactive, solution-focused mindset with a drive for excellence.