Summary

The Service Coordinator plays a key role in maintaining excellent customer relationships by providing timely updates on service delivery and coordinating service activities across the UK & Ireland. This role requires a proactive, autonomous individual who can identify and implement actions to meet service level expectations, remove roadblocks, and support the team in achieving its goals.

The Coordinator is responsible for scheduling both planned and urgent service interventions, ensuring efficient delivery and maximizing departmental output. The role also supports the Operations Team Lead with administrative tasks related to calibration artefacts, ensuring compliance with local standards and procedures.

This role reports to the Operations Team Lead.

Job Responsibilities

•    Manage the service coordination inbox and scheduling tasks.
•    Optimise scheduling using CRM tools and transition from legacy systems.
•    Coordinate, prioritise, and plan departmental resources for maximum efficiency.
•    Liaise with external providers for outsourced work when necessary.
•    Log all customer communications in the appropriate systems.
•    Ensure adherence to and management of internal processes.
•    Provide weekly progress reports and updates as required.
•    Act as a backup for the operational lead during absences.
•    Maintain system stock control and ensure accuracy through engineer work order management.
•    Manage warranty returns and ensure system records are up to date.
•    Support quality processes including non-conformance and corrective action reporting.
•    Make independent decisions to support both customer and engineer needs.
•    Coordinate the shipping of calibration artefacts for engineers and the Calibration Quality and Compliance Manager.
•    Ensure compliance with HMRC regulations and customs requirements.
•    Foster strong internal relationships to enhance business continuity and communication.
•    Maintain accurate customer, equipment, and job records.
•    Ensure compliance with Quality, Health & Safety standards.
•    Communicate effectively with customers and internal teams, taking ownership of timely issue resolution.

Qualifications

•    GCSEs or equivalent qualifications.
•    Experience in customer coordination.
•    Strong IT skills with an analytical mindset.
•    Proficiency in Microsoft 365 (preferred).
•    Experience with ServiceMax and Salesforce (preferred).
•    Excellent verbal and written English.

Interpersonal Skills

•    Strong verbal and written communication.
•    Team player with the ability to work independently.
•    Self-motivated and able to judge when to escalate issues.
•    Organised, structured, and detail-oriented.
•    Solution-driven and adaptable to changing environments.
•    Cost-conscious and punctual.
•    Able to prioritise workload and take initiative.
•    Ensures an efficient work environment, contributing to overall team productivity