Service Coordinator – Hybrid (1 Day WFH) & Customer Ops

VERGO; Gloucester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Healthcare cash plan (Medicash)

Employee Assistance Programme

Employee wellness programmes

Life assurance

Employee referral programme

Job summary

VERGO in Gloucester is hiring two Service Coordinators to join our head office team. After training, you may work from home one day per week while handling service requests and coordinating field-based activities across key client accounts.

You will act as the central liaison between customers, technicians, and managers, ensuring services meet KPIs and SLAs, resolving issues promptly, and maintaining accurate records for invoicing and reporting.

Qualifications

• Experience in customer service, service coordination, or account management.
• Confident using Microsoft Office / Office 365 and learning new systems quickly.
• Strong organisational skills and the ability to manage multiple priorities.
• Excellent communication skills and a professional, customer-focused approach.
• Good attention to detail and problem-solving skills.
• Strong geographical knowledge of the UK.
• The ability to work independently while being a supportive team player.

Responsibilities

• Coordinating and managing service delivery for selected key customer accounts.
• Handling customer communications, service requests, and enquiries via IT systems.
• Scheduling and optimising service visits in line with KPIs and SLAs.
• Acting as a link between customers, technicians, and managers to ensure clear communication.
• Monitoring contract performance and identifying opportunities to improve efficiency.
• Handling complaints professionally, escalating issues where necessary and ensuring resolution.
• Maintaining accurate records, including job details, invoicing information, and order numbers.
• Preparing customer reports, attending contract set-up and review meetings, and monitoring customer portals.
• Supporting sales activity through the identification and recording of small works.
• Contributing to team targets and promoting a positive, collaborative team culture.
• Ensuring compliance with Quality, Health, Safety, Security, and Environmental standards.

Skills

Customer service

Service coordination

Account management

Microsoft Office 365

Organisational skills

Communication skills

Geographical knowledge of the UK

Independent working

Tools

Microsoft Office 365

Job description

VERGO in Gloucester is hiring two Service Coordinators to join our head office team. After training, you may work from home one day per week while handling service requests and coordinating field-based activities across key client accounts.

You will act as the central liaison between customers, technicians, and managers, ensuring services meet KPIs and SLAs, resolving issues promptly, and maintaining accurate records for invoicing and reporting.