Service & Small Works Coordinator

Custom Intelligent Security; Hertford; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Collaborative and supportive team environment

Training and development opportunities

Culture that values communication and teamwork

Job summary

Custom Intelligent Security in Hertford is seeking a highly organised Service & Small Works Coordinator to provide first-line support for clients and field engineers. This role involves managing service requests, coordinating with engineers, and ensuring exceptional customer experiences.

The ideal candidate should have experience in service coordination, excellent communication skills, and a detail-oriented approach. You will work in a collaborative team environment offering training and development opportunities.

Qualifications

• Previous experience in a similar service coordination or administrative role.
• Background in the electronic security industry is advantageous.
• Strong verbal and written communication skills.

Responsibilities

• Receive and log service requests via phone/email.
• Assist with quoting and managing Small Works Projects.
• Organise engineer attendance aligned with SLAs.

Skills

Service Coordination

Problem-solving

Strong Communication

Attention to Detail

Tools

Salesforce

Microsoft Word

Microsoft Excel

Job description

We are looking for a highly organised and detail-focused Service & Small Works Coordinator, ideally with experience in the Electronic Security Industry, to join our team. Based at our Hertford HQ, you will provide first-line support to our clients and field engineers, ensuring seamless service coordination and exceptional customer experience.

This is a key role requiring strong communication skills, problem-solving ability, and a proactive approach to service delivery.

Key Responsibilities

• Service Coordination: Receive and log service requests via phone/email, cross-reference with existing quotes, dispatch engineers or third-party providers, and request technical support where necessary.
• Small Works Management: Assist with the quoting, management, processing, and delivering of Small Works Projects (up to £25k in value).
• Scheduling: Organise engineer attendance in line with client expectations and service level agreements (SLAs). This is working with both UK Engineers and Local Service Partners globally.
• Client Communication: Keep clients informed throughout the service/small works request lifecycle and ensure accurate records are maintained in Salesforce.
• End-to-End Case Management: Manage each service request from initiation to closeout and invoicing, including quoting for any required follow-up work.
• Invoicing & Compliance: Ensure timely and accurate invoicing. Follow up on purchase orders and client approvals.
• Internal & External Meetings: Attend service review meetings and, where needed, client service reviews to provide updates on open jobs.
• Relationship Building: Build strong working relationships with clients, subcontractors, and colleagues across the business. Provide cover for the International Service manager where required.
• Health & Safety: Request RAMS and permits as needed from our H&S team.

About You – Skills, Experience & Attributes

• Previous experience in a similar service coordination or administrative role
• Advantageous: Background in the electronic security industry and understanding of security systems
• Preferred: Experience working with international clients and managing communications across multiple time zones
• Highly organised with excellent attention to detail
• Strong verbal and written communication skills
• Confident in Microsoft Word, Excel, and business software
• Able to prioritise, multitask, and work under pressure
• Bonus: Experience with Salesforce

What We Offer

• A collaborative and supportive team environment
• Training and development opportunities
• A culture that values communication, respect, and teamwork