Service Delivery Coordinator

Alpine Fire Engineers Ltd; Bury; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

22 days holiday + bank holidays

Up to 10% Company Bonus Scheme (5% in

Holiday Purchase Scheme (colleagues)

Health Cash Plan

Enhanced Sick Pay

Enhanced Mat/Pat Leave

Company Events!

Job summary

Alpine Fire Engineers Ltd is seeking a customer service and scheduling coordinator to support planned maintenance and remedial work for fire safety systems. You will manage inbound and outbound communications, coordinate engineers, and ensure timely updates in the in-house AIMS system.

The role requires delivering high service levels, working under pressure in a fast-paced environment, and maintaining accurate records across portals and documents.

Qualifications

• Experience in customer service, service coordination, or administration.
• Proven ability to schedule or coordinate engineers or field staff.
• Experience handling high volumes of calls and emails with competing priorities.

Responsibilities

• Provide customer service excellence across channels (email, phone, portals).
• Collaborate with other departments to ensure high service levels.
• Efficiently schedule engineers for PPMs, remedials, call-outs and training days.
• Manage performance against KPIs for ppm fulfilment and reactive work.
• Prioritise tasks and workloads daily.
• Maintain customer portals with certificates, job cards and quotations.

Skills

Customer service

Scheduling

Communication

CRM experience

Multi-channel support

Tools

CRM systems

AIMS

Outlook

Excel

Word

Job description

Location: Bury, Manchester (on-site)

PURPOSE

To support our customers in the delivery of planned maintenance and remedial work to maintain their fire safety systems. To provide high standards of customer service to all Alpine customers through the effective use of processes and systems, measured against agreed KPI’s and in line with our Alpine Vision and values.

DESCRIPTION OF THE ROLE (including accountabilities)

• To provide customer service excellence with all contacts through all relevant channels – email, phone, customer portals and Alpines inhouse management system – AIMS.
• To work collaboratively with other business functions to ensure high customer service is consistently delivered. E.g. liaising with other departments within the business.
• To deliver efficient scheduling of engineers to ensure we meet the requirements of our Customers Service Level Agreements – planning and organising work for engineers consisting of service level PPM’s, remedial works, call outs and relevant training days.
• To ensure individual performance actively contributes to the achievement of the agreed key performance indicators of ppm fulfilment, reactive response, and corrective measures in line with LPC requirements and Alpine competencies.
• Prioritise tasks and workload on a day-to-day basis.
• To accurately manage individual customer portals (uploading certificates, job cards and quotations).
• Adhere to policies and procedures relating to Health &Safety and Quality Assurance. Issuing RAMS for PPM and remedial works.
• Monitoring collective Service Delivery inbox and actioning any inbound queries or callouts.
• Actively making outbound phone calls to engineers and clients and in turn receiving inbound phone calls.
• Ideal candidate will be able to work well under pressure and in a fast-paced reactive environment.
• The above accountabilities may change as the role develops.

ESSENTIAL EXPERIENCE

• Previous experience in a customer service, service coordination, or administration role.
• Experience scheduling or coordinating engineers, technicians, or field-based staff.
• Experience handling a high volume of phone calls, emails, and customer queries.
• Experience working in a fast-paced, reactive environment with competing priorities.
• Experience using CRM, scheduling, or job management systems (experience with AIMS would be an advantage but isn't usually essential).
• Confident using Microsoft Office, particularly Outlook, Excel, and Word.

BENEFITS

• 22 days holiday + bank holidays
• Up to 10% Company Bonus Scheme (5% in Dec and 5% in Jun)
• Holiday Purchase Scheme (colleagues have the chance to purchase up to 5 days additional annual leave)
• Health Cash Plan
• Enhanced Sick Pay
• Enhanced Mat/Pat Leave
• Company Events!

Disability Confident Employer

We are proud to be a Disability Confident Employer and are committed to creating an inclusive workplace where everyone has the opportunity to succeed. We welcome applications from people of all backgrounds, including disabled candidates, and are dedicated to providing a fair and accessible recruitment process.

If you require any reasonable adjustments at any stage of the recruitment process or throughout your employment, please let us know. We will work with you to provide the support you need to perform at your best.