Service Coordinator

• Annual Salary: From £25,000
• Location: Woodbridge
• Job Type: Full-time, Permanent
• Hours: Monday to Friday 8.30am - 5.30pm

We are currently looking for a proactive and customer-focused Service Coordinator to join our clients Service Office team. This role is central to their commitment to providing outstanding customer service, involving direct communication with customers and engineers, and efficient coordination of service and breakdown work. The successful candidate will be a key player in ensuring smooth operations and customer satisfaction.

• Answer telephone calls from customers and engineers promptly and courteously, directing calls to the appropriate party.
• Log all services, breakdowns, and installations on Protean, scheduling engineer visits and communicating arrangements or changes to customers and engineers.
• Respond to customer inquiries via telephone or email regarding the status of jobs.
• Inform customers about the company’s services and contract options when they call in.
• Advise customers on warranty coverage, charges, and payment terms.
• Order parts on behalf of engineers or customers, keeping all parties updated on the status of ordered parts.
• Handle customer queries about the status of assigned jobs.
• Manage the re-booking process for follow-up engineer visits.
• Compile quotes for chargeable work, obtain customer authorisation, schedule engineer appointments, and update the system accordingly.
• Ensure jobs are accurately closed, allowing for prompt issuance of work reports, inspection sheets, and invoices, and address any discrepancies with engineers.
• Escalate customer concerns or complaints to your line manager.

• Strong organizational and coordination skills.
• Excellent customer service orientation with a polite and professional telephone manner.
• Good communication skills, both written and verbal.
• Willingness to undergo training and adapt to company procedures.
• Proficiency in IT systems, with the ability to learn company-specific software (Protean, Opera).
• No prior experience required, as full training will be provided.

• Competitive pay structure with overtime opportunities.
• Salary Exchange pension scheme.
• 24 days holiday plus bank holidays per year.
• Employee Assistance Programme offering free counselling sessions and 24-hour advice and support for various issues.
• Casual dress code.
• Free and on-site parking.
• No weekend work required.