Service Coordinator

Job Details

• Ref: 94605
• Location: Wellingborough
• Employment: Full time

Job Description

Process customer maintenance orders for Ansul Fire Suppression Systems to completion. Efficiently and profitably schedule and dispatch Ansul Engineers on behalf of Marlowe Fire Kitchen Suppression in order to complete maintenance visits in line with customer requirements and industry standards. Requires excellent customer service skills with excellent attention to detail and the ability to work well under pressure. The role requires a proactive approach and excellent personal interaction with all departments within the business supporting our Customer Charter.

• Coordinate and prepare service jobs for scheduling in line with Service Level Agreements (SLAs) for both domestic and commercial customers.
• Prepare and organise installation jobs for domestic customers, ensuring all required information is accurate and complete.
• Build and maintain effective working relationships with engineers and colleagues to ensure all tasks are actioned efficiently and within agreed timescales.
• Collaborate closely with management to ensure customer expectations are consistently met or exceeded.
• Liaise with key clients via telephone to strengthen both internal and external relationships and maintain high levels of customer satisfaction.
• Prepare and process monthly planned maintenance jobs in a timely and accurate manner.
• Set up new maintenance contracts and jobs for new client sites, ensuring all relevant details are captured.
• Accurately input and maintain data within the CRM system.
• Raise and manage supplier purchase orders in accordance with company procedures.
• Handle incoming calls professionally, providing prompt and effective assistance.
• Ensure all customer queries are managed and resolved within agreed timeframes.
• Produce and deliver weekly reports on customer accounts, ensuring accuracy and clarity.
• Prepare Risk Assessments and Method Statements (RAMS) and permits as required for site access compliance.
• Monitor and update customer portals to ensure real-time visibility of job status, and issue completion documentation to clients promptly.
• Raise invoices for completed scheduled maintenance and remedial works in line with company processes.
• Review and manage stock allocations for engineers across active jobs.
• Carry out general administrative duties to support the smooth operation of the team.

Who We're Looking For

• A minimum of 2 years' experience in a Scheduling, Planning, or Coordination role, ideally within a field-based service environment.
• Prior experience scheduling field-based personnel (e.g., engineers) is highly desirable; however, candidates from similar operational or service-led industries will also be considered.
• Proficient in the use of internal and third-party systems/databases, with the ability to quickly adapt to new platforms.
• Demonstrates a proactive approach to managing workload and addressing scheduling challenges.
• Clear and confident communicator with a professional telephone manner, capable of engaging effectively with both colleagues and customers.
• Possesses sound literacy and numeracy skills, with attention to detail in written and data-related tasks.
• Strong working knowledge of Microsoft Excel and Outlook, with the ability to navigate and utilise tools efficiently.
• Displays a confident and professional demeanour, able to engage with stakeholders at all levels.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and concisely.
• Exceptionally well-organised, with the ability to prioritise tasks effectively, often using initiative to manage competing demands.
• Maintains a calm and focused approach under pressure, especially when managing changing priorities or tight deadlines.
• Deadline-driven, with the confidence and capability to meet daily and weekly targets.
• Dynamic, forward-thinking, and open to continuous improvement in processes and systems.
• A strong team player who is also capable of working independently and taking ownership of responsibilities where appropriate.

Benefits

Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices! We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a [Employer hidden — sign up to reveal] Matching Share Plan (you could even be awarded free shares in [Employer hidden — sign up to reveal]). We award our employees with [Employer hidden] Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

About Us

Since 1987, [Employer hidden — sign up to reveal]’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our [Employer hidden — sign up to reveal] Team.