Service and Operations Coordinator

Job Purpose

The Service and Operations Coordinator is responsible for the smooth operation of the service helpdesk and coordination of service delivery, CHP, UPS, and remedial projects within the generator service business. Acting as a key point of contact between customers, engineers, and partners, the role ensures all planned and reactive works are scheduled, tracked, and reported in line with contractual KPIs and SLAs.

The position also supports the financial and commercial aspects of service provision while maintaining strong communication and compliance processes.

Key Responsibilities

1. Service Desk & Administration

Manage the service helpdesk function, ensuring all enquiries are handled courteously and efficiently.

Ensuring accuracy and compliance with processes.

Monitor and manage the Administration Email inbox, categorising and responding to all emails daily.

Act as first point of contact for customer queries, call-outs, and partner communications.

Provide cover for helpdesk duties as required.

2. Scheduling & Planning

Schedule PPMs (Planned Preventative Maintenance) into planners and coordinate with the CHP Supervisor for CHP scheduling.

Act as the primary coordinator for UPS service partners and customers.

Manage and allocate reactive call-outs within the agreed contractual KPIs.

Ensure all reactive calls are updated and closed daily on the relevant contract platform.

Maintain 52-week planner ownership for specified contracts and assets, ensuring dates are accurate and captured.

3. Contract & Compliance Management

Ensure all processes, procedures, and contractual SLAs/KPIs are met.

Distribute Risk Assessments and Method Statements (RAMS) for all scheduled jobs.

Maintain contract documentation, ensuring auditable trails for purchase orders, subcontractor orders, and service reports.

Help support and prepare contract renewal documentation and assist in contract set-up activities.

Support the contract escalation process as required.

4. Financial & Commercial Support

Assist and support with financial and commercial aspects of service delivery, including cost control and tracking.

Support the production of financial information, valuations, and job results reporting.

Review and maintain system records relating to remedial projects and CHP/UPS jobs.

Raise, process, and manage purchase orders, ensuring updates are made when changes occur.

Support in sub-contractor administration, including documentation, approvals, and reporting.

5. Reporting & Documentation

Prepare and issue reports for customers and internal stakeholders as part of contractual requirements.

Generate job sheets, service reports, and financial summaries as needed.

Maintain accurate data entry within systems to ensure audit readiness and compliance.

6. Cross-Departmental & Project Support

Liaise closely with mobile engineering teams and office staff to ensure accurate job planning, materials, and documentation.

Assist with lead logging, chasing, and job opportunity tracking.

7. Customer & Stakeholder Liaison

Build strong working relationships with customers, ensuring proactive and professional communication.

Serve as a key point of contact for CHP and UPS service coordination internally and externally.

Represent the business in a courteous, proactive, and professional manner at all times.

Essential Skills & Experience

Proven experience in service coordination, operations support, or helpdesk administration within a technical or engineering environment.

Strong knowledge of PPM scheduling, call-out management, and SLA/KPI delivery.

Excellent communication skills, with the ability to liaise confidently with customers, engineers, and subcontractors.

Competence in Microsoft Office, ERP/CMMS systems (e.g., Sim Pro, Mercury Portal, or equivalent).

Strong organisational and time management skills, able to work to tight deadlines.

Financial awareness, with experience in raising POs, cost tracking, and reporting.

Desirable Qualifications

Experience in the generator, CHP, UPS, or power services industry.

Knowledge of RAMS, health & safety compliance, and QHSE systems.

Basic financial or business administration training.

Customer service or helpdesk training (preferred but not essential).

Performance Expectations

The Service and Operations Coordinator will be evaluated against the KPIs and goals to be established at employment stage.