Strategic Service Coordinator for Key Accounts

Mitie Group plc.; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mitie Group plc. in London is seeking a Service Coordinator to join Griffin Fire division. You will open and maintain key customer information, monitor service agreements, and coordinate visits with engineers to ensure timely service delivery.

The role requires strong prioritisation, multitasking, excellent communication, and a confident IT aptitude. You will handle calls and emails from key clients, process documentation, and build trustful relationships with customers and suppliers.

Qualifications

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with Windows software systems and practices.
• Customer-oriented with adaptability to different characters.
• Excellent communication and presentation skills with attention to detail.
• Ability to multi-task, prioritise and manage time effectively.

Responsibilities

• Open and maintain key customer information by recording and uploading documents into our cloud-based ERP system.
• Monitor all service agreements to ensure visits are carried out as per contract with the Service Manager.
• Using our Asset Planning System to create pre planned maintenance jobs in preparation for scheduling.
• Advising customers of scheduled visits once dates are agreed with Service Manager.
• Liaising with Engineers to coordinate visits, ensuring parts are collected prior to visits and that all paperwork is completed and submitted to the client in a timely manner.
• Review Engineer paperwork and raising any remedial actions with the appropriate internal team, prioritise and escalate any urgent non-conformities or system failures to the relevant manager.
• Manage incoming calls and emails from your key clients in a timely, professional and friendly manner.
• Build relationships of trust through open and honest communication with clients, suppliers and colleagues.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Raising and issuing Purchase Orders and Works Orders to our Approved Suppliers and Subcontractors.
• Review and processed the expenses and timesheets for your engineering team each month.
• Issuing documentation to clients, including service records, certificates and invoices.

Skills

Proven customer support experience

Strong phone contact handling

Active listening

Customer orientation

Excellent communication and presenting

Multi-tasking and time management

Tools

Microsoft Office

Job description

Mitie Group plc. in London is seeking a Service Coordinator to join Griffin Fire division. You will open and maintain key customer information, monitor service agreements, and coordinate visits with engineers to ensure timely service delivery.

The role requires strong prioritisation, multitasking, excellent communication, and a confident IT aptitude. You will handle calls and emails from key clients, process documentation, and build trustful relationships with customers and suppliers.