Service Coordinator

Job Description:

Are you someone who thrives in a fast-paced, team-driven environment and enjoys ensuring everything runs smoothly? If you have an eye for detail and a passion for delivering exceptional administrative support, this is your opportunity to shine!

Our client is a leading provider of innovative HVAC solutions, and they are seeking a proactive Service Coordinator to join their dynamic and supportive team!

The Role

The Service Coordinator will play a pivotal role in supporting the successful delivery of projects across UK&I. This role requires a highly organised individual with a keen attention to detail who thrives in a dynamic and fast-paced environment. As the coordinator, you will act as the central point of contact for internal teams, suppliers, and customers, ensuring effective communication and coordination at all stages of the project.

Your ability to collaborate with multiple stakeholders—including project managers, engineering teams, external contractors and clients—will be key to ensuring that each project progresses smoothly and on schedule. You will take charge of coordinating tasks, tracking milestones and ensuring that timelines are adhered to, while also making sure that each project remains within scope and budget.

With a clear focus on achieving the best possible outcomes for the business and  clients, you will be responsible for problem-solving and addressing any issues that may arise, keeping all parties informed and ensuring that any challenges are swiftly resolved. By maintaining a clear overview of ongoing projects, you will ensure that high standards of quality and efficiency are consistently met, driving the successful delivery of HVAC solutions.

Main duties and responsibilities

• Handle incoming calls to the Service desk, addressing customer needs and ensuring their requirements are proactively met.
• Plan and schedule engineers for onsite works including flatpacks, rebuilds and commissioning.
• Monitor and maintain monthly labour efficiency according to company standards, minimizing non-chargeable time.
• Participate in weekly planning meetings to optimize labour scheduling and ensure cost-effectiveness.
• Escalate any potential overruns to management and ensure engineers do not proceed with additional work without proper authorization.
• Order parts and equipment for works, maintaining clear communication with engineers and customers to meet delivery deadlines and specific requirements.
• Maintain proactive communication with engineers, customers, and suppliers daily.
• Ensure all work is focused on customer satisfaction by providing accurate estimated timescales and regular status updates.
• Oversee service office administration, ensuring service reports are complete, accurate and aligned with company standards and properly transferred as needed.
• Review service reports to verify completion of all tasks and prepare job packs for processing and invoicing.
• Regularly update the company’s operating system to maintain accurate management reports and auditable records.

Essential Experience & Qualifications

• Experience of working within a service office environment and understanding the importance of labour scheduling
• Computer literacy - knowledge of Microsoft Word, Outlook, Excel & Database Applications
• Experience of customer service
• Good level of administration
• Professional telephone manner
• GCSE Math’s and English grade C or 5, or above

Desirable

• Knowledge of the HVAC industry or experience with large-scale construction projects is an advantage.
• Experience of sourcing materials through approved suppliers
• A’ Levels or equivalent