Service Coordinator

Focus Group (UK); Shoreham-by-Sea; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Holiday entitlement

Hybrid working options

Enhanced parental/maternity leave

Volunteering day and charity events

Wider company benefits

Job summary

Focus Group (UK) is seeking a proactive Service Coordinator in Shoreham-by-Sea for its Service Operations department. This permanent, hybrid role combines direct customer contact with operational coordination, ensuring timely incident management and excellent service delivery across allocated accounts.

You will act as a single point of operational contact, manage major incidents, and drive service improvements.

Qualifications

• Minimum 3 years in service desk or service delivery operations.
• Experience using ITSM platforms (e.g. ServiceNow).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication with customers at all levels.

Responsibilities

• Serve as the main point of contact for allocated customers via portal, Teams, and email, following Focus Group procedures.
• Acknowledge escalations within one hour and provide daily updates for most cases.
• Act as Incident Manager for major incidents; coordinate cross-functional responses and maintain stakeholder updates.
• Monitor service dashboards, identify risks, and drive remediation with Service Desk teams.
• Prepare and issue automated customer service reports and track escalation trends.
• Support complaint resolution and customer satisfaction surveys (NPS/CSAT) while driving improvements.

Skills

Incident management

Customer-facing communication

Stakeholder management

Leadership

Multitasking

Education

ITIL 4 Foundation

Tools

ServiceNow

Monday.com

ITGlue

Synergy

Job description

Service Coordinator

Department: Service Operations

Employment Type: Permanent

Location: Shoreham-by-Sea

Compensation: £28,000 - £30,000 / year

Description

Service Coordinator £25-30k depending on experience Shoreham By Sea based, hybrid working (Internal Job Level: Associate)

Established in 2003, Focus Group is one of the UK’s fastest-growing independent providers of essential business technology, delivering digital workplace solutions to more than 30,000 customers nationwide. From our ambitious beginnings, we have grown to over 1,400 employees across 24 UK offices and recently achieved unicorn status following a $1bn valuation.

The Role

We are seeking a proactive Service Coordinator to provide comprehensive operational oversight and customer-facing service management across Focus Group’s service delivery functions. This hybrid role combines primary customer contact responsibilities with critical operational coordination, ensuring continuous monitoring of service health, proactive management of incidents and escalations, and exceptional customer experience through transparent, empathetic communication. You will act as a single point of operational contact across these critical areas, managing day-to-day service operations for allocated customer accounts whilst also coordinating major incident response across the wider service estate. This is a fast-paced, customer-facing role where calm decision-making, clear communication and a genuine drive for service excellence make all the difference.

• Serve as the main point of contact for allocated customers, handling queries and escalations through digital channels (e.g. Portal, Teams, email) in line with Focus Group procedures and values.
• Ensure all escalations are acknowledged within one hour and provide regular updates (at least daily, or more frequently for high-priority cases).
• Manage escalation calls and emails professionally, setting and resetting customer expectations as needed.
• Act as the customer advocate internally, ensuring feedback is relayed to relevant teams.
• Act as Incident Manager for major incidents, applying consistent criteria and procedures across all service divisions. Coordinate cross-functional responses, maintain communication with stakeholders, provide timely updates, and drive incidents to resolution within agreed OLA/SLA targets.
• Oversee technical resolution efforts, monitor escalation progress, and close escalations when resolved and customer satisfaction is achieved.
• Monitor service dashboards to identify and address potential issues before escalation.
• Work with service desk teams to prevent problems, communicate proactively with customers when service risks are identified, and implement recovery actions.
• Seek opportunities for automation and efficiency to control operating costs while maintaining service quality.
• Identify trends or recurring issues, raise Problem Records when systemic issues are found, and support investigations using methods such as Five Whys analysis. Contribute to the Known Error Database.
• Produce and issue accurate automated customer service reports, monitor service health and escalation trends, and flag risks to account owners for action.
• Manage complaint resolution, issue and monitor customer satisfaction surveys (e.g. NPS/CSAT), and track Customer Effort Score metrics, implementing improvements as needed.
• Brief incoming teams on overnight activity and ongoing incidents, maintain availability through escalation channels, and monitor service health indicators.
• Ensure communication standards and response times are met. Collaborate effectively with colleagues across locations using virtual tools, provide cover during colleague absences, and attend the office as required.

Key Responsibilities

• Proven experience in service desk or service delivery operations (minimum 3 years) with a strong understanding of incident, problem and escalation management processes.
• Experience using ServiceNow or similar ITSM platforms, with the ability to maintain comprehensive documentation.
• Ability to remain calm and decisive under pressure during major incidents, with strong organisational and prioritisation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent telephony skills with strong communication skills, both written and verbal.
• Experience dealing with customers of all levels in a customer-facing role, with a proven track record in customer relationship management.
• Able to collaborate effectively with team members across different locations, using virtual communication tools for seamless coordination and service delivery.
• Strong administrative and reporting skills.
• Customer-focused mindset with a commitment to service excellence and emotional intelligence in customer interactions

Skills, Knowledge and Expertise

• Experience working within a high-growth IT Managed Services Provider (MSP).
• Experience in a Major Incident Manager capacity.
• ITIL 4 Foundation certified, with familiarity in Incident Management, Change and Release Management, Problem Resolution, and Service/Help Desk operations.
• Experience protecting clients and service providers through effective Risk Management.
• Technical understanding of IT infrastructure, Cloud services, networking and security.
• Strong leadership, communication and stakeholder management skills at all levels.
• Experience operating in a fast-changing environment.
• Basic working knowledge of Cisco, Fortinet, M365 and Cloud products.
• Exposure to Cloud and/or Communication technology sectors.
• Familiarity with service management tools (e.g. ServiceNow, Monday.com, ITGlue, Synergy).

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.