Job Description:

Service Coordinator
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Service Coordinator to join a busy Dispatch team within a Facilities Helpdesk, acting as the central point of contact for operational colleagues and managing the allocation and completion of jobs.

The successful candidate will take full ownership of customer requests, ensuring the most effective and timely solutions are delivered. This position plays a key role in maintaining service standards and supporting operational efficiency across multiple sites.

This is a fast-paced, customer-facing role requiring strong organisational skills, accuracy, and the ability to prioritise effectively. The successful individual will be expected to respond quickly to changing demands while maintaining a high level of service delivery and communication.

This role is full-time, working 40 hours per week, Monday to Friday between 8am and 5pm, and offers a competitive salary alongside 25 days holiday plus bank holidays, pension, and retail discounts.

Key Responsibilities

• Manage and coordinate Planned Preventative Maintenance (PPM) and reactive tasks to meet agreed KPI and SLA targets
• Allocate engineering resources effectively to minimise disruption and reduce travel time
• Coordinate incoming calls and queries, assigning outsourced tasks to appropriate specialist contractors
• Raise purchase orders for external partners and maintain live updates from job initiation through to completion
• Manage field engineers, monitoring time, materials, and ensuring appropriate labour allocation based on skill set and location
• Provide cover for manpower shortages, including implementing emergency solutions where health & safety or site security is at risk
• Manage sample result outcomes and coordinate any required remedial works
• Coordinate site access arrangements and organise out-of-hours resource deployment

Professional and Personal Competencies / Qualifications

• Previous experience within a helpdesk, customer service, or field scheduling support role is essential
• Demonstrates a proactive approach to customer service with the ability to respond to changing situations
• Strong team player with a collaborative approach to supporting colleagues
• Proficient in Microsoft Office (Word and Excel) with strong numerical reasoning; experience with dynamic scheduling tools is advantageous
• Confident communicator able to adapt communication styles to different audiences
• Strong objection-handling skills and the ability to manage field operatives with professionalism and firmness
• Highly organised, deadline-driven, with the ability to prioritise and manage multiple tasks
• Maintains composure under pressure with excellent attention to detail and accuracy