Service Coordinator
| Dyddiad hysbysebu: | 04 Mawrth 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Ebrill 2026 |
| Lleoliad: | GU16 7PL |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 91593 |
Crynodeb
Service Coordinator
Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Coordinator to join our established team at our main offices located in Frimley, Surrey.
The candidate will work within one of our Key Account Divisions, who look after a selection of Key Accounts made up with several prestigious large-scale commercial properties, ranging across the Education, Healthcare, Hospitality, Commercial and Stadia sectors. The postholder will need to have strong prioritisation skills and be a genuine multi-tasker to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to fulfil the role.
The Role
The Service Coordinator is responsible for supporting the efficient delivery of service operations, ensuring contractual obligations are met, and maintaining strong client relationships. This role requires excellent organisational skills, attention to detail, and the ability to coordinate effectively between clients, engineers, suppliers, and internal teams.
-Maintain accurate and up-to-date customer records by recording and uploading documentation within the company's cloud-based ERP system.
-Monitor service agreements to ensure all contracted visits and service activities are delivered in accordance with agreed terms, liaising closely with the Service Manager.
-Use the Asset Planning System to create and manage planned preventative maintenance (PPM) schedules in preparation for service delivery.
-Coordinate service visits by confirming dates with the Service Manager and communicating schedules clearly to clients.
-Liaise with Engineers to organise site attendance, ensuring required parts are ordered and collected in advance and all service documentation is completed and submitted promptly.
-Review engineer reports and paperwork for accuracy and completeness, raising remedial actions where required and escalating urgent non-conformities or system failures to the appropriate manager.
-Act as the primary point of contact for allocated clients, managing incoming calls and emails in a professional and timely manner.
-Build and maintain strong working relationships with clients, suppliers, subcontractors, and colleagues through clear and proactive communication.
-Investigate and resolve service or product-related issues, identifying root causes, coordinating corrective actions, and following up to ensure satisfactory resolution.
-Raise and issue Purchase Orders and Works Orders to approved suppliers and subcontractors in line with company procedures.
-Review and process monthly engineering timesheets and expense claims accurately and within required deadlines.
-Prepare and issue client documentation, including service reports, certificates, and invoices, ensuring compliance with contractual and regulatory requirements.
About You
As well as Microsoft Office, our chosen candidate will be able to learn our bespoke software package that will support all daily duties. An aptitude for IT is therefore also essential. Work is undertaken from a busy open plan office and so the ability to work closely within a team environment is a further pre-requisite.
-Proven experience in a customer support, service coordination, or administrative role.
-Demonstrable experience managing customer enquiries and resolving service-related issues effectively.
-Experience working within structured systems and processes, ideally within a service or engineering environment.
-Strong telephone handling skills with the ability to actively listen, gather accurate information, and respond appropriately.
-Excellent written and verbal communication skills, with the confidence to engage professionally with clients, engineers, suppliers, and internal stakeholders.
-High level of attention to detail, ensuring accuracy in documentation, scheduling, and data entry.
-Strong organisational skills with the ability to multi-task, prioritise workloads, and manage time effectively in a fast-paced environment.
-Customer-focused approach with the ability to adapt communication style to suit different personalities and situations.
-Problem-solving capability, with the ability to assess issues, determine appropriate solutions, and follow through to resolution.
-Confident in the use of Microsoft Windows-based systems and standard office software (e.g. Outlook, Word, Excel), with the ability to learn new systems such as ERP or asset management platforms.
-Professional, proactive, and solution-oriented mindset.
-Calm and resilient under pressure, particularly when handling urgent service issues.
-Strong team player with the ability to work collaboratively across departments.
-Committed to delivering high standards of customer service and continuous improvement.
Key Relationships
Reporting to the Service Manager within your Division, the Service Coordinator will liaise regularly with Contract Managers, Engineers, Apprentices, Subcontractors, Suppliers and our Customers to ensure that our Clients receive the best possible Customer Experience.
Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Coordinator to join our established team at our main offices located in Frimley, Surrey.
The candidate will work within one of our Key Account Divisions, who look after a selection of Key Accounts made up with several prestigious large-scale commercial properties, ranging across the Education, Healthcare, Hospitality, Commercial and Stadia sectors. The postholder will need to have strong prioritisation skills and be a genuine multi-tasker to effectively perform in this role. Administrative accuracy and strong customer service skills are essential to fulfil the role.
The Role
The Service Coordinator is responsible for supporting the efficient delivery of service operations, ensuring contractual obligations are met, and maintaining strong client relationships. This role requires excellent organisational skills, attention to detail, and the ability to coordinate effectively between clients, engineers, suppliers, and internal teams.
-Maintain accurate and up-to-date customer records by recording and uploading documentation within the company's cloud-based ERP system.
-Monitor service agreements to ensure all contracted visits and service activities are delivered in accordance with agreed terms, liaising closely with the Service Manager.
-Use the Asset Planning System to create and manage planned preventative maintenance (PPM) schedules in preparation for service delivery.
-Coordinate service visits by confirming dates with the Service Manager and communicating schedules clearly to clients.
-Liaise with Engineers to organise site attendance, ensuring required parts are ordered and collected in advance and all service documentation is completed and submitted promptly.
-Review engineer reports and paperwork for accuracy and completeness, raising remedial actions where required and escalating urgent non-conformities or system failures to the appropriate manager.
-Act as the primary point of contact for allocated clients, managing incoming calls and emails in a professional and timely manner.
-Build and maintain strong working relationships with clients, suppliers, subcontractors, and colleagues through clear and proactive communication.
-Investigate and resolve service or product-related issues, identifying root causes, coordinating corrective actions, and following up to ensure satisfactory resolution.
-Raise and issue Purchase Orders and Works Orders to approved suppliers and subcontractors in line with company procedures.
-Review and process monthly engineering timesheets and expense claims accurately and within required deadlines.
-Prepare and issue client documentation, including service reports, certificates, and invoices, ensuring compliance with contractual and regulatory requirements.
About You
As well as Microsoft Office, our chosen candidate will be able to learn our bespoke software package that will support all daily duties. An aptitude for IT is therefore also essential. Work is undertaken from a busy open plan office and so the ability to work closely within a team environment is a further pre-requisite.
-Proven experience in a customer support, service coordination, or administrative role.
-Demonstrable experience managing customer enquiries and resolving service-related issues effectively.
-Experience working within structured systems and processes, ideally within a service or engineering environment.
-Strong telephone handling skills with the ability to actively listen, gather accurate information, and respond appropriately.
-Excellent written and verbal communication skills, with the confidence to engage professionally with clients, engineers, suppliers, and internal stakeholders.
-High level of attention to detail, ensuring accuracy in documentation, scheduling, and data entry.
-Strong organisational skills with the ability to multi-task, prioritise workloads, and manage time effectively in a fast-paced environment.
-Customer-focused approach with the ability to adapt communication style to suit different personalities and situations.
-Problem-solving capability, with the ability to assess issues, determine appropriate solutions, and follow through to resolution.
-Confident in the use of Microsoft Windows-based systems and standard office software (e.g. Outlook, Word, Excel), with the ability to learn new systems such as ERP or asset management platforms.
-Professional, proactive, and solution-oriented mindset.
-Calm and resilient under pressure, particularly when handling urgent service issues.
-Strong team player with the ability to work collaboratively across departments.
-Committed to delivering high standards of customer service and continuous improvement.
Key Relationships
Reporting to the Service Manager within your Division, the Service Coordinator will liaise regularly with Contract Managers, Engineers, Apprentices, Subcontractors, Suppliers and our Customers to ensure that our Clients receive the best possible Customer Experience.