Senior Service Coordinator

Annual salary: Competitive Salary plus benefits and bonus scheme

Department: Admin

Location: Bournemouth

Arrow Industrial Group has been a trusted industry specialist since 1986. We provide security, reliability, and innovation to customers nationwide, offering advanced solutions across industrial doors, automatic entrance systems, loading bays, gates, and barriers. Our product range includes commercial and industrial roller shutters, sectional overhead doors, hinged and high-speed doors, fire shutters/smoke curtains, traffic doors, and a wide range of automated gates and barriers.

We are now seeking a Senior Coordinator to lead and support our sales and operational service delivery across the South. This role is central to ensuring our customers receive exceptional service while supporting field engineers and internal teams with high-level coordination and leadership.

Key Responsibilities

• Lead the daily coordination of service operations, managing inbound enquiries, calls, and emails with professionalism and efficiency.
• Provide senior administrative and logistical support to engineers, ensuring customers are updated throughout the service lifecycle.
• Manage end-to-end processes including surveys, quotations, order processing, purchasing, scheduling engineer visits, and invoicing.
• Maintain an in-depth understanding of customer SLAs and KPIs, ensuring all work meets or exceeds contractual expectations.
• Act as a senior point of contact for escalations, resolving complex customer or operational issues promptly and effectively.
• Support the Regional Business Coordinator and management team with reporting, workload planning, and continuous improvement initiatives.
• Take responsibility for the accuracy, compliance, and organisation of all office systems, data, and documentation.
• Mentor and support junior team members, helping to improve team skills, processes, and overall performance.
• Collaborate cross-functionally with sales, engineering, and customer service teams to ensure a seamless service delivery experience.
• Identify process gaps and implement improvements to enhance operational efficiency and customer satisfaction.

Skills & Experience

• Proven experience in a senior coordination or planning role within a field-based service or operational environment.
• Strong leadership qualities with the ability to support and mentor other team members.
• Demonstrated reliability, professionalism, and a commitment to personal and team development.
• Exceptional accuracy and attention to detail in both written and numerical tasks.
• Confident, friendly, and professional communication skills with the ability to handle escalations effectively.
• Highly motivated, proactive, and solutions-focused with a strong customer service ethos.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Experience with SAP Business One and/or BigChange JobWatch is advantageous.
• Knowledge of the industrial door industry is particularly beneficial.
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Demonstrates Arrow's core values: reliability, integrity, proactivity, and innovation.

What We Offer

• 22 days holiday per year plus bank holidays (increasing with service)
• Westfield Health Cashback Scheme, including rewards, discounts, and gym benefits
• Paid birthday off
• 3% employer pension contributions
• Employee recommendation reward scheme
• Immediate start available
• Bonus scheme

If this sounds like the role for you, click Apply, attach your CV, and we will be in touch for a confidential chat. Shortlisted candidates will be contacted within two weeks.

Direct applicants only — no agencies.

Job Types: Full-time, Permanent

Work Location: In person