Service Coordinator

**JOB DESCRIPTION**

**Job Title**:
**Service Coordinator**

**Group**:
**Service**

**Reports To**:
**Service Desk Supervisor**

**Direct Reports**:
**None**

**Commentary**

**About the company**

Established over 30 years, Ace is a security installation, fire safety and maintenance business delivering projects across the UK and internationally. The company is recognised as a Tier 1 supply chain and preferred partner solution, a specialist in its field, with a reputation for impeccable service standards. Its customers are corporate building owners, CAT A and CAT B Fit-Out contractors, Mechanical & Electrical contractors, and Facilities Management Service Providers.

Operating a 24/7/365 on-site response, Ace supports site, project and contract managers with initial design, specification, supply, and installation through to on-going maintenance and monitoring of fire and security risk.

**Role Overview**

The Service Coordinator serves as a crucial connection between our office and customers, reporting to the customer service team leader. While primarily focused on planning and administration within the service department, this role demands adaptability to ensure support for delivering the optimal customer experience. A positive and proactive approach, along with excellent interpersonal skills with both internal and external customers, is essential for success in this position.

This role demands a proactive and positive demeanour, as well as exceptional interpersonal skills when dealing with both internal and external customers.

**Key Responsibilities**

**Optimizing Engineer's Time Management**:
Efficiently plan and allocate engineers' time, equipment, and skill sets to minimize downtime and unnecessary journeys.

**Maintenance Planning and Coordination**:
Contact customers and contractors to schedule maintenance dates, corrective maintenance and arrange emergency engineer response visits.

Update planners with relevant information promptly.

**Adherence to Internal Processes**:
Ensure compliance with internal processes for remote signalling connections.

Update the Centralized Alarm System Handling (CASH) accordingly.

**Documentation Distribution**:
Distribute Operating & Maintenance manuals and data sheets to customers or contractors for each discipline.

**Job Pack Management**:
Monitor and ensure engineers return relevant completed documentation.

Report any discrepancies to the Team Leader.

**Service Level Achievement**:
Ensure planned maintenance and monitoring meet or exceed established service levels.

**Effective Communication**:
Communicate clearly and effectively through all channels.

Manage customer issues post-maintenance efficiently.

**Post-Maintenance Reporting and Recommendations**:
Report on post-maintenance issues.

Provide recommendations for process improvements and address points of failure.

**Revenue Maximization**:
Support the business in maximizing revenue and securing maintenance opportunities.

**Trend Tracking and Improvement Suggestions**:
Track trends and suggest improvements to enhance overall efficiency.

**Emergency Callout Response**:
Ensure timely response to emergency callouts within agreed SLA timescales.

**Docket Closure and Invoicing Accuracy**:
Daily closure of engineer dockets to ensure accurate costing for timely and precise invoicing.

**Role Requirements**

**Key Job Skills**

Accountability

Strong communication

Decision making skills.

Priority management with the ability to work to deadlines.

Time management with attention to detail and the ability to multitask.

**Equality, Diversity and Inclusion**

Ace Fire & Security Systems Limited are committed to being a fully inclusive employer and work to ensure we are compliant with the guidelines set out within the Equality Act 2010 and with our own Equality, Diversity and Inclusion Policy.

As an employer we work to create an inclusive environment and work to continuously re-evaluate our processes and policies to ensure we remain up to date with change and the needs of our people. We are committed to building an inclusive workplace.

As a business we are recognised as being Disability Confident Committed operating as a level one employer.

**Application closure date**

,

**Job Types**: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Referral programme

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- Customer service: 1 year (preferred)
- Administrative experience: 1 year (preferred)

Work Location: In person