Service Coordinator

Role Overview
The Service Co-ordinator manages service delivery for key account customers within a commercial catering engineering environment, coordinating reactive and planned maintenance while ensuring service level agreements (SLAs) and customer expectations are consistently met.

Key Responsibilities
Act as the primary point of contact for key account customers.
Build and maintain strong customer relationships.
Coordinate reactive and planned maintenance jobs and monitor jobs through to completion.
Ensure SLA and KPI compliance, escalating urgent issues where required.
Liaise with engineers, office staff, and suppliers to ensure efficient service delivery.
Keep customers informed of job progress and resolve service issues promptly.
Produce service reports, monitor performance, and identify improvement opportunities.
Ensure accurate documentation, invoicing, costing and compliance.
KPIS  ( Key Performance Indicators)
SLA compliance and response times.
Job completion and turnaround times.
Accuracy and timeliness of communication and reporting.
Skills & Experience
Essential
Strong organisational and multitasking skills.
Excellent communication and customer service skills.
Ability to prioritise workloads and work under pressure.
Desirable
Experience in service coordination, scheduling, or customer service within engineering, facilities management, or commercial catering sectors.
Knowledge of service management systems and Microsoft Office.
Understanding of commercial catering equipment or engineers services.
Understanding of SLAs, KPIs, and service reporting.
Experience supporting key account or contract customers.
Personal Attributes
Highly organised and detail-oriented.
Proactive with strong problem-solving skills.
Customer-focused and team-oriented.
Adaptable, resilient, and able to manage competing priorities.