Service Desk Coordinator / Scheduler

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

Benefits offered by this job

Out-of-hours rota

Job summary

Elite People Ltd is seeking a Service Desk Coordinator / Scheduler to join our facilities management team in Stourbridge. The role focuses on managing field-based engineers, dispatching planned and reactive maintenance, and keeping customers updated.

It is a permanent, full-time position with a salary of 28,500 per annum. You will coordinate engineers, subcontractors and service teams, log breakdowns, manage workloads, monitor SLAs and KPIs, and support administration and reporting.

Qualifications

• 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.
• Good communication with engineers, subcontractors and customers.
• Confident using scheduling systems, job management software and Microsoft Office.

Responsibilities

• Schedule and dispatch engineers to planned and reactive maintenance jobs.
• Log breakdowns and allocate work to engineers.
• Coordinate planned preventive maintenance and reactive works.
• Monitor progress and ensure SLA/KPI deadlines are met.
• Raise purchase orders and arrange materials for engineers.
• Liaise with suppliers for quotations and keep records up to date.
• Communicate scheduling issues and resolve them with teams.

Skills

Scheduling engineers

Service desk coordination

Maintenance coordination

Helpdesk coordination

Microsoft Office

Job Logic

Tools

Job Logic

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

Working closely with engineers, subcontractors and the wider service team, your responsibilities will include:

• 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.