Service Coordinator / Administrator

Ocular; Nottingham; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Ocular is hiring a Service Coordinator / Administrator to act as a central link between customers, engineers and service leadership. You will coordinate service activity, update customers, and progress jobs against SLAs and internal targets.

Known as Service Coordinator, you will convert faults, queries and maintenance into well-managed outcomes while maintaining records and commercial processes. This role supports a proactive, customer-driven culture with strong relationships across teams.

Qualifications

• Track record of delivering excellent customer service in a customer-facing role.
• Strong administration skills and confidence using Microsoft Office.
• Excellent organisation skills and ability to meet deadlines.
• Excellent written and verbal communication skills.
• Commercial awareness balancing service, efficiency and cost control.
• Strong UK geographical knowledge to support planning and job allocation.
• Team-focused with ability to support colleagues and high performance.
• Eligibility to live and work in the UK, with verification before employment starts.

Responsibilities

• Deliver excellent customer support while meeting SLAs and internal targets.
• Book work with customers, allocate activity to engineers and follow up jobs through to closure.
• Log and process corrective and preventative service calls accurately in Solarvista and keep records updated.
• Provide clear updates, respond professionally to queries and support effective fault resolution.
• Coordinate relevant H&S paperwork, RAMS and training certificates for customer approval where required.
• Arrange and dispatch plant, spare parts and replacement parts to support service delivery.
• Identify issues, delays or trends that could affect KPIs, SLAs or wider contract performance and escalate them appropriately.
• Support quotations, chargeable works, supplier invoice approvals, invoicing requests and other financial processes.
• Collate, issue and manage documentation in line with company and client financial procedures.
• Maintain effective working relationships with suppliers and subcontractors.
• Support the Helpdesk Team Leader with key performance reporting and deputise when required.
• Work in line with company and client procedures, relevant ISO and NSI standards, codes of practice and Health and Safety requirements.

Skills

Customer service

Administration

Microsoft Office

Organisation

Communication

UK geography

Team player

Eligibility to work in UK

Tools

Solarvista

Job description

Service Coordinator / Administrator

We’re looking for a highly organised, customer-focused professional to join our team at Ocular and help deliver the responsive, class-leading service. This varied opportunity suits someone who combines strong administration, communication and commercial awareness with a genuine commitment to customers.

If you’ve also worked in the following roles, we’d also like to hear from you: Service Administrator, Customer Service Administrator, Helpdesk Coordinator, Customer Service Coordinator, Service Support Coordinator, Operations Coordinator, Service Scheduler, Service Desk Coordinator

SALARY: £28,000 per annum + Benefits

LOCATION: Hybrid working 2 days from home and 3 days in the Nottingham Office (NG15) (near the M1 Junction 27)

JOB TYPE: Full-Time, Permanent

JOB OVERVIEW

This is a varied opportunity to become a central link between Ocular’s customers, engineers and service leadership. The Service Coordinator / Administrator will coordinate service activity, customer updates and job progression against SLAs and internal targets.

Known internally at Ocular as Service Coordinator, the Service Coordinator / Administrator will help turn faults, queries and planned maintenance into well-managed outcomes while keeping records and commercial processes on track.

Working within Ocular’s proactive, customer-driven culture, the Service Coordinator / Administrator will build trusted relationships with customers, engineers and suppliers while supporting service.

ABOUT US

Ocular is an independent security systems integrator with over four decades of experience delivering security solutions across high-security, public space, transport, and infrastructure projects throughout the UK and Ireland.

The company is committed to building long-lasting customer relationships by delivering exceptional service at every stage. Through strong partnerships with leading technology providers, Ocular remains at the forefront of innovation, delivering reliable, tailored security solutions to meet each customer’s unique requirements.

As part of Synectics Plc, our company values underpin everything we do, and we consistently recognise individuals within our business who demonstrate these behaviours.

DUTIES

Your duties as the Service Coordinator / Administrator include:

• Customer Service and SLA Delivery: Deliver excellent customer support while helping ensure agreed SLAs and internal service targets are met

• Engineer Scheduling and Job Coordination: Book work with customers, allocate activity to engineers and follow up jobs through to closure or further action

• Service Call Management: Log and process corrective and preventative service calls accurately in Solarvista and keep records updated

• Customer Communication: Provide clear updates, respond professionally to queries and support effective fault resolution

• Compliance Documentation: Coordinate relevant H&S paperwork, RAMS and training certificates for customer approval where required

• Parts and Plant Coordination: Arrange and dispatch plant, spare parts and replacement parts to support service delivery

• Contract Performance Monitoring: Identify issues, delays or trends that could affect KPIs, SLAs or wider contract performance and escalated them appropriately

• Commercial Administration: Support quotations, chargeable works, supplier invoice approvals, invoicing requests and other financial processes

• Paperwork and Record Control: Collate, issue and manage documentation in line with company and client financial procedures

• Supplier and Subcontractor Liaison: Maintain effective working relationships with suppliers and subcontractors

• Performance Reporting: Support the Helpdesk Team Leader with key performance reporting and deputise when required

• Standards and Procedures: Work in line with company and client procedures, relevant ISO and NSI standards, codes of practice and Health and Safety requirements

CANDIDATE REQUIREMENTS

ESSENTIAL

• Track record of delivering excellent customer service in a customer-facing role

• Strong administration skills and confidence using Microsoft Office

• Excellent organisation skills with the ability to work under pressure and meet deadlines

• Excellent written and verbal communication skills

• Commercial awareness with the ability to balance customer service, efficiency and cost control

• Strong geographical knowledge of the UK to support effective planning and job allocation

• Team-focused approach with the ability to support colleagues and contribute to a high-performing environment

• Eligibility to live and work in the UK, with verification required before employment starts

DESIRABLE

• Knowledge of Solarvista Business Manager

• Experience within a mechanical or electrical engineering environment

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

NO AGENCIES PLEASE