Service Coordinator

Position
:
Service Coordinator

Department
:
Helpdesk

Reporting to
:
Helpdesk Manager

Status of post
:
Full-Time Permanent

Salary
:
Remuneration Package will be competitive and in line with experience

• Acting as the first point of contact for clients, demonstrating professionalism and problem‑solving skills in every interaction
• Logging, prioritising, and tracking service requests within CAFM systems to ensure complete visibility and accountability
• Planning and scheduling works for both in‑house engineers and subcontractors, optimising resources to achieve maximum efficiency
• Monitoring the delivery of reactive and planned works, ensuring performance aligns with service level agreements (SLAs) and KPIs
• Proactively managing escalations, resolving issues, and ensuring a positive client experience
• Supporting continuous improvement by identifying process efficiencies and sharing best practice across the team
• Delivering high‑quality administrative support to the management team, contributing to operational excellence

• Advanced IT literacy, including strong MS Excel skills and confident use of CAFM systems
• Proven ability to manage a high‑volume workload with accuracy and attention to detail
• Strong customer‑facing skills with a professional, and solutions‑focused manner
• Experience of working collaboratively in a fast‑paced team environment, balancing competing priorities
• Ability to build trust and credibility with stakeholders at all levels

• Experience in a similar role from a Facilities Management (FM) environment, ideally involving the allocation and planning of responsive works
• Previous practice in using CAFM software

• Ongoing training and development opportunities
• Working alongside experts in their field
• Health cash plan including compensation for dentistry and optical well being
• Enhanced maternity and paternity leave
• Additional holiday increase with length of service
• Team building and activity days
• Monthly employee value‑based recognition award monetary gift
• Health, wellbeing and social calendar of events
• Long service awards
• Enhanced marriage leave
• Kingsbridge Membership Club

Irwin M&E is driven by values based on loyalty, safety, innovation and success

We are a Responsible Body for Access

NI. A disclosure check will be undertaken; however, a criminal record will not necessarily be a bar to obtaining this role. Our policy on the recruitment of ex‑offenders is available on request.