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.

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