Service Coordinator

Thermatic Group; Salford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

33 days holiday

Auto-enrolment Pension

Death in Service Insurance 4 X salary

Private Medical Insurance

Dental & Optical cash back

Employee Assistance Programme

Virtual GP support

Health discounts

Annual health screening

Enhanced Family Leave

Free parking

Company events

Gym facilities onsite

Referral bonus

Employee of the Month

Long Service Awards

Job summary

Thermatic Group is seeking a Service Coordinator to join the Service Desk at Thermatic Technical FM. The role focuses on scheduling national engineers, acting as a helpdesk, and coordinating planned and reactive maintenance across contracts.

Based at our Salford head office, you will work a 40-hour week from Monday to Friday, with a minimum of four days in the office. You will use Office 365 tools to manage scheduling and customer communications, ensuring first-time fix efficiency.

Qualifications

• Experience in planning and scheduling remote and multi-site operations.
• Strong UK geographical knowledge to plan and schedule efficiently.
• Excellent telephone communications to manage clients, engineers and calls.
• Operational support experience, preferably within facilities management or similar.
• Advanced understanding of customer needs and expectations.
• Office 365, Excel, Word and general IT proficiency.
• Strong customer service and interpersonal skills.
• Ability to multitask and drive solutions.
• Attention to detail and strong organisational skills.
• Collaborative approach within team and wider business.
• Agility and flexibility in workflows.
• Courage to challenge decisions to achieve optimal outcomes.
• Experience using CAFM systems (training provided).

Responsibilities

• Efficiently manage, monitor, and schedule Thermatic mobile engineers.
• Minimise engineer travel and downtime through efficient planning in your region.
• Take service requests from customers, engineers and Job Logic to assign engineers.
• Own high-priority jobs end-to-end.
• Triage high-priority works with Operations and Technical teams.
• Ensure engineer devices are operational and communicating.
• Review scheduling tools to meet PPM demand and update work orders.
• Maintain daily communication with contracts team for workload planning.
• Adjust schedules for daily fluctuations, considering SLA, travel, costs, and skill sets.
• Escalate issues promptly to line management.
• Ensure accuracy of service request data in Job Logic and portals.
• Generate planned PPM and statutory maintenance schedules.
• Communicate with engineers to keep schedules current and adjust as needed.
• Provide additional service administration support as required.

Skills

Planning and scheduling

UK geography knowledge

Telephone skills

Office 365

Excel

Word

Customer service

Multitasking

Attention to detail

Collaborative work

Courage to challenge decisions

CAFM systems

Tools

Job Logic

CAFM systems

Job description

We are looking for a Service Coordinator to join the Service Desk at Thermatic Technical FM.

As a Thermatic Service Coordinator, you are a member of the Service Desk within the Operations team. The Service Desk's main aim is to deliver efficient, safe and proactive planning and scheduling to ensure the engineering force is operating as effectively, efficiently, and safely as possible. As a Service Coordinator, you will support this purpose by scheduling national engineers, operating as a helpdesk operative, while coordinating and planning the planned and reactive maintenance activity across a defined Thermatic contracts division.

Thermatic Technical FM provides complete nationwide coverage across the full spectrum of Hard FM services to large, commercial clients. Our team of mobile engineers is supported by the account teams at Head Office to provide both reactive breakdown and planned maintenance services to our clients.

The Benefits:

• 33 days holiday (inc bank holidays) + a day off on your Birthday
• Auto-enrolment Pension
• Death in Service Insurance @ 4 X salary
• Extensive Healthcare & Wellbeing provisions including:
  • Private Medical Insurance (no excess)
  • Dental & Optical cash back scheme
  • Employee Assistance Programme
  • Access to virtual GP support
  • Health discounts
  • Access to annual health screening
• Enhanced Family Leave policies
• Free parking
• Company events
• Gym facilities onsite
• Referral bonus
• Employee of the Month awards
• Long Service Awards

Hours & Location of Work:

Main location - Our head office is based in Salford, Manchester. Minimum of 4 days working in the office.

Regular hours of work - Monday to Friday, 8 am to 5 pm - 40-hour working week.

Required Knowledge, Skills, & Behaviours:

• Experience in a planning and scheduling function of remote and multi-site operations, with a remote workforce.
• Strong geographical knowledge of the UK to plan and schedule efficiently
• Excellent telephone skills to ensure clients, engineers, and incoming calls are managed professionally
• Operational support experience, preferably within a similar role with the facilities management industry
• Advanced understanding of customer needs and expectations
• Awareness of skill sets and location of engineers
• Management of field-based engineers assisting in escalations and site issues.
• Excellent Office 365, Excel, Word and general IT skills.
• Strong customer service and interpersonal skills
• Ability to multitask, problem-solve and drive solutions to address customer needs
• Attention to detail and strong organisational skills
• Use a collaborative approach across your team and the wider business
• Display agility and flexibility
• Have the courage to challenge decisions and ways of working to achieve optimal outcomes
• Experience using CAFM systems (though this is not essential and training will be provided)

Responsibilities include:

• Efficiently manage, monitor, and schedule Thermatic mobile engineers
• Minimise engineer travel and downtime by efficient planning and scheduling within your dedicated region.
• Taking information from service request calls from customers, engineers, Job Logic PPM, and statutory requirements to assign the appropriate engineer resource via the Thermatic system
• End-to-end ownership of all high-priority jobs raised.
• Triage of high-priority works with direction from the Operations Team and the Technical Team
• Ensure engineer devices are operational and communicating effectively
• Consistent review of Thermatic scheduling tools to ensure PPM demand is scheduled efficiently and effectively and that status changes to work orders are completed in accordance with expectations
• Ensure daily communication is in place with the relevant contracts team to ensure engineers have sufficient workload and future works are scheduled or re-scheduled
• Adjust and reschedule engineers’ activity to take account of daily fluctuations in service requests in line with agreed hierarchy of criteria such as SLA achievement, reduced travel, reduced costs, and utilisation of engineer skill sets
• Escalate any issues in a timely manner to the appropriate line management
• Ensure accuracy of service request information into Job Logic and customer portals
• Generate planned PPM and statutory maintenance schedules
• Communicate regularly with engineers to monitor daily schedule of planned activity, ensuring it is up to date and amending schedules to cope with any reported discrepancies from plan
• Provide additional service administration support as required

Our People

We’re a business built on people and it’s the people that make us different from other companies. If you believe your skills and experience can bring value to this role, then we'd love to hear from you.

We’re a diverse group and encourage our people to be independent thinkers and collaborative doers to create a supportive culture full of passion.

We provide opportunities for growth and development across our organisation through apprenticeships, professional qualifications, management training, and on the job learning. As a business that is continually growing, we’re looking to attract the best talent in the industry to grow our workforce and join our combined efforts towards our goals.

Thermatic Group is an Equal Opportunities employer and takes is responsibilities relating to Equality, Diversity, & Inclusion seriously. For further information, you can request a copy of our Equality, Diversity & Inclusion Policy.

Guaranteed Interview Commitment

We have made a commitment to improve employment opportunities for ex-military personnel. Therefore, you will be guaranteed an interview if you meet both the criteria for the commitment and the essential job role criteria.