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

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• Act as the primary point of contact for key account customers.
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• Build and maintain strong customer relationships.
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• Coordinate reactive and planned maintenance jobs and monitor jobs through to completion.
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• Ensure SLA and KPI compliance, escalating urgent issues where required.
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• Liaise with engineers, office staff, and suppliers to ensure efficient service delivery.
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• Keep customers informed of job progress and resolve service issues promptly.
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• Produce service reports, monitor performance, and identify improvement opportunities.
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• Ensure accurate documentation, invoicing, costing and compliance.
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KPIS (Key Performance Indicators)

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• SLA compliance and response times.
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• Job completion and turnaround times.
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• Accuracy and timeliness of communication and reporting.
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Skills & Experience

Essential

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• Strong organisational and multitasking skills.
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• Excellent communication and customer service skills.
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• Ability to prioritise workloads and work under pressure.
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Desirable

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• Experience in service coordination, scheduling, or customer service within engineering, facilities management, or commercial catering sectors.
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• Knowledge of service management systems and Microsoft Office.
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• Understanding of commercial catering equipment or engineers services.
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• Understanding of SLAs, KPIs, and service reporting.
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• Experience supporting key account or contract customers.
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Personal Attributes

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• Highly organised and detail-oriented.
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• Proactive with strong problem-solving skills.
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• Customer-focused and team-oriented.
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• Adaptable, resilient, and able to manage competing priorities.
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