Service Coordinator - Key Accounts & Scheduling

Mitie; Frimley; On-site; GBP 26,000 - 38,000; Full time

Job summary

ACL (Alarm Communication Limited) seeks a Service Coordinator to join our Frimley team in Surrey. You will manage key customer records in our cloud ERP, coordinate maintenance visits, and liaise with engineers to ensure timely paperwork and service delivery.

Ideal candidates will have proven customer support experience, strong communication skills, and comfort with bespoke software. This on-site role emphasizes teamwork and customer satisfaction across Education, Healthcare, Hospitality, and

Qualifications

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with Windows software systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills, with a keen eye for detail.
• Ability to multi-task, prioritize and manage time effectively.

Responsibilities

• Open and maintain key customer information by recording and uploading documents into our cloud-based ERP system.
• Monitor all service agreements to ensure visits are carried out as per contract with the Service Manager.
• Using Asset Planning System to create pre planned maintenance jobs in preparation for scheduling.
• Advicing customers of scheduled visits once dates are agreed with Service Manager.
• Liaising with Engineers to coordinate visits, ensuring parts are collected prior to visits and that all paperwork is completed and submitted to the client in a timely manner.
• Review Engineer paperwork and raising any remedial actions with the appropriate internal team, prioritise and elevate any urgent non-conformities or system failures to the relevant manager.
• Manage incoming calls and emails from your key clients in a timely, professional and friendly manner.
• Build relationships of trust through open and honest communication with clients, suppliers and colleagues.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Raising and issuing Purchase Orders and Works Orders to our Approved Suppliers and Subcontractors.
• Review and processed the expenses and timesheets for your engineering team each month.
• Issuing documentation to clients, including service records, certificates and invoices.

Skills

Customer support

Phone skills

Active listening

Windows OS

Customer orientation

Communication skills

Multi-tasking

Tools

Microsoft Office

Job description

ACL (Alarm Communication Limited) seeks a Service Coordinator to join our Frimley team in Surrey. You will manage key customer records in our cloud ERP, coordinate maintenance visits, and liaise with engineers to ensure timely paperwork and service delivery.

Ideal candidates will have proven customer support experience, strong communication skills, and comfort with bespoke software. This on-site role emphasizes teamwork and customer satisfaction across Education, Healthcare, Hospitality, and