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Service Coordinator

3 months ago

StokeonTrent, Stoke-on-Trent, United Kingdom Omni RMS Full time

Job Summary
The Service Coordinator role is essential to the smooth running of our Facilities Helpdesk.

We are looking for a customer-focused individual to join our Service Desk team, who will take full ownership of each customer request and use their expert problem-solving skills to quickly identify and deliver the best solution.

The Service Coordinator will work closely with operational colleagues to ensure that each job is completed to the highest standard, with a strong focus on accuracy and attention to detail.

This is a key role within our organization, and we are looking for someone who is passionate about delivering exceptional service and making a real difference to our customers.


What you'll be doing.


Looking for a dynamic and customer-focused individual to join our Service Desk team as a Service Coordinator As a key member of our Facilities Helpdesk, you will be at the forefront of delivering exceptional service to our customers and operational colleagues.

Your role will be to take full ownership of each customer request, using your expert problem-solving skills to quickly identify the best solution and ensure that each job is completed to the highest standard.


As a Service Coordinator, you will have a passion for delivering outstanding customer service and a keen eye for detail, ensuring that each job is completed with precision and accuracy.

You'll be working 40 hours per week, Monday to Friday, between the hours of 8am to 5pm, offering you a great work-life balance.


We're not just offering a job - we're offering a rewarding career with a competitive salary, 25 days holiday plus all bank holidays, and a generous pension scheme.

You'll also have access to a range of retail discounts, making your hard-earned money go even further.

Key Responsibilities

  • Maintain resource planning technology solution and scheduling inhouse engineers on a national scale within the contract Service Level Agreements
  • Coordinating all calls and queries and assigning all outsourced tasks, choosing the right specialist contractor for the issue
  • Raising purchase orders for external delivery partners and keeping live updates from start to completion
  • Managing engineers in the field, monitoring time and material costs, using the correct labour by skill set and location
  • Covering shortages in man power and providing emergency solutions where there is threat to health & safety or customer site security

Experience and Qualifications

  • Previous helpdesk/customer service/field operative scheduling support experience essential
  • Demonstrates a proactive approach to delivering excellent customer service, able to think and react to changes in the field
  • Strong team player cooperative and willing to assist others
  • Proficient IT skills including MS Word, MS Excel and comfortable with numerical reasoning
  • Experience of dynamic scheduling tools would be advantageous
  • Engaging and strong communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
  • Strong capability in objection handling and a professional firmness when dealing with field operatives

Job Types:
Full-time, Permanent

Work Location:
In person

Reference ID: 112007