Junior Service Co-ordinator

Key Responsibilities

Service Coordination & Prioritisation

• Schedule and coordinate planned preventative maintenance (PPM) visits, liaising with customers and engineers to arrange suitable attendance dates.
• Receive, log and prioritise reactive breakdown call-outs in accordance with established service priorities and urgency.
• Monitor open jobs and flag outstanding actions to the Senior Service Coordinator / Assistant General Manager as required.

Engineer Scheduling & Allocation

• Allocate engineers based on location, availability, site familiarity, relevant experience and urgency of the work.
• Coordinate changes to engineer schedules in consultation with the Senior Service Coordinator / Assistant General Manager where urgent breakdowns or changing customer requirements arise.

Service Job Management

• Raise job sheets and purchase orders in accordance with company procedures, and prepare draft quotations using information provided by the Senior Service Coordinator / Assistant General Manager.
• Maintain accurate service management system records, including job notes, attendance details and completion information.
• Carry out an initial review of completed service reports to identify whether further action may be required, and log or flag follow-up requirements to the Senior Service Coordinator / Assistant General Manager.

Customer & Engineer Communication

• Liaise with customers regarding access arrangements, attendance times, job progress and service updates.
• Communicate with engineers regarding job details, attendance arrangements and scheduling requirements.

Parts & Service Support

• Order parts and track deliveries required for repair works.

Reporting & Administration

• Support the Senior Service Coordinator / Assistant General Manager with service reporting, compliance records and departmental documentation.

Key Skills & Experience

• Strong organisational and multitasking ability, with the ability to manage and prioritise multiple service requirements.
• Excellent telephone manner and customer service skills.
• High attention to detail and accurate record keeping.
• Proficient in Microsoft Office (Outlook, Excel and Word) and comfortable using computerised service management systems.
• Ability to work in a fast-paced environment and manage changing priorities.
• Previous administrative, scheduling, service coordination or customer service experience is desirable.
• Experience within HVAC, building services or engineering/service environments is advantageous but not essential.
• Ability to communicate effectively with customers, engineers and colleagues.

Personal Attributes

• Calm under pressure, particularly when handling urgent breakdowns and changing service requirements.
• Practical problem-solver with a proactive approach.
• Positive, reliable and team-oriented.
• Well organised and able to manage competing priorities.
• Eager to develop knowledge of air conditioning systems and service processes.