Service Desk Coordinator / Scheduler

Elite People Ltd; Stourbridge; On-site; GBP 26,000 - 31,000; Full time

Job summary

Elite People Ltd in Stourbridge is seeking a Service Desk Coordinator / Scheduler to manage day-to-day workload for field engineers. You will allocate jobs, update customers, and ensure timely completion of maintenance tasks, both planned and reactive, in a busy facilities management environment.

The role emphasizes strong organisation, communication with engineers/subcontractors, and proficiency with scheduling systems and MS Office. A dedicated out-of-hours callout rota is part of the duties.

Qualifications

• Experience arranging engineers or field service teams.
• Ability to coordinate reactive maintenance and planned works.
• Strong organisational skills and multi-tasking abilities.
• Good communication with engineers, subcontractors and customers.

Responsibilities

• Scheduling and dispatching engineers to planned and reactive maintenance jobs.
• Logging breakdowns and allocating work to engineers.
• Coordinating PPM and reactive works.
• Monitoring job progress to meet SLA and KPI deadlines.
• Raising purchase orders and arranging materials for engineers.
• Liaising with suppliers and subcontractors for quotations.
• Preparing quotations and updating job records.
• Keeping internal systems and portals up to date.
• Communicating with engineers and customers to resolve scheduling issues.
• Supporting the service desk with admin and reporting.
• Participating in paid out-of-hours callout rota.

Skills

Scheduling

Field-based service coordination

Organisation

Communication

MS Office

Job management software

Tools

Job Logic

Scheduling systems

Job description

Service Desk Coordinator / Scheduler

Location: Stourbridge Salary: £28,500 per annum Job Type: Permanent, Full-time

We are recruiting for a Service Desk Coordinator / Scheduler to join an established and successful facilities management business based in Stourbridge.

This is an excellent opportunity for someone with experience in scheduling engineers, coordinating maintenance works or working within a busy service helpdesk.

The role involves managing the day-to-day workload of field-based engineers, ensuring jobs are allocated efficiently, customers are kept updated and work is completed within agreed timescales.

The Role

• Scheduling and dispatching engineers to planned and reactive maintenance jobs


• Logging breakdowns and allocating work to the appropriate engineers


• Coordinating planned preventative maintenance (PPM) and reactive works


• Monitoring job progress and ensuring SLA and KPI deadlines are met


• Raising purchase orders and arranging materials for engineers


• Liaising with suppliers and subcontractors to obtain quotations


• Preparing quotations and updating job records


• Keeping internal systems and customer portals up to date


• Communicating with engineers, subcontractors and colleagues to resolve scheduling issues


• Supporting the wider service desk with general administration and reporting


• Participating in a paid out-of-hours callout rota

About You

We are particularly interested in candidates who have experience working as a Service Desk Coordinator, Scheduler, Service Coordinator, Maintenance Coordinator, Helpdesk Coordinator or Engineer Planner.

Ideally, you will have:

• Previous experience scheduling engineers, technicians or field-based service teams


• Experience coordinating reactive maintenance, service calls or planned works


• Strong organisational skills and the ability to manage multiple jobs simultaneously


• Good communication skills when dealing with engineers, subcontractors and customers


• Confidence using scheduling systems, job management software and Microsoft Office


• An understanding of working to service deadlines and customer expectations

Experience within facilities management, building maintenance, HVAC, fire and security, mechanical and electrical services or a similar field service environment would be particularly relevant.

Experience using Job Logic would be advantageous but is not essential.

What's on Offer?

• Salary of £28,500 per annum


• Permanent position with an established business


• Additional payment for participation in the out-of-hours rota


• Varied role within a busy and supportive service team


• Opportunity to develop your experience within the facilities management sector

If you have experience coordinating engineers or scheduling field service work and are looking for your next opportunity in Stourbridge, we'd be interested in hearing from you.