Service Desk Coordinator | Fast-Paced, Customer-Focused

Confidential; Hook; On-site; GBP 32,000 - 38,000; Full time

Job summary

Confidential is seeking a Service Desk Coordinator in Swindon to manage service desk operations, handle customer enquiries and tickets, and ensure timely delivery of service call-outs. You will arrange engineers to attend sites and support daily desk functions, reporting to the Head of Service.

The role emphasizes professional communication, timely updates to clients, and strong organisation in a fast-paced environment. Experience in a customer-service or coordination role is essential.

Qualifications

• Proven experience in a customer service or similar coordination role.
• Excellent organisational and time-management skills.
• Positive attitude and punctuality, able to work collaboratively in an open office environment.
• Comfortable working in a fast-paced, reactive environment with changing priorities.

Responsibilities

• Handle all communication (phone, email etc.) professionally, courteously and accurately, recording instructions and requests from clients and others
• Manage service calls via phone, email and directly into the ticketing system
• Ensure customer portals are updated with service dockets and keep clients informed on ticket status
• Provide general support to the Head of Service
• Allocate new calls to the most appropriate engineer
• Provide status updates to clients or their representatives
• Arrange for quotes to be prepared and sent to clients where additional work is identified following a call-out
• Liaise internally across all departments to ensure client needs are consistently met
• Respond promptly to customer enquiries, providing appropriate solutions or escalating issues as needed
• Undertake general office administration duties as directed

Skills

Customer service

Coordination

Organisational skills

Communication

Teamwork

Tools

Word

Excel

Outlook

Dynamics

Job description

Confidential is seeking a Service Desk Coordinator in Swindon to manage service desk operations, handle customer enquiries and tickets, and ensure timely delivery of service call-outs. You will arrange engineers to attend sites and support daily desk functions, reporting to the Head of Service.

The role emphasizes professional communication, timely updates to clients, and strong organisation in a fast-paced environment. Experience in a customer-service or coordination role is essential.