Service Administration Coordinator
Permanent
Remote – odd occasion travel to Basingstoke office
Monday to Friday
8am-4pm
£28k - £32k
We are seeking an organised, commercially minded Service Administration Coordinator to support a growing team of field service engineers within a family-run business, specialising in upholstery and soft furnishings repair and restoration.
This is a key operational role, responsible for managing customer bookings, coordinating engineer schedules, and ensuring each job is planned and delivered efficiently. You will act as the main point of contact between customers, technicians, and internal teams
As a Service Administration Coordinator you will:
* Schedule and book customer in-home appointments, allocating jobs to engineers based on location, skillset, and availability.
* Maintain engineer diaries, route plans, and daily schedules to maximise productivity, including managing reschedules, cancellations, and urgent changes.
* Confirm appointments via phone/email/SMS and ensure customers have clear expectations.
* Serve as the main administrative point of contact for field engineers, issuing daily job sheets and ensuring all job/site details are provided.
* Monitor job progress and completion, chasing outstanding reports, photos, and paperwork, and escalating delays, customer concerns, or technical issues to operations management.
* Handle inbound customer queries relating to bookings, delays, job updates, and aftercare, recording feedback, complaints, and repeat visits professionally.
* Keep service records accurate within the CRM/job management system, maintaining up-to-date job records, engineer notes, and customer data.
* Prepare required service documentation (confirmations, completion records, invoices, warranty paperwork) and support operational reporting (jobs completed, outstanding work, cancellations, engineer utilisation).
* Support onboarding administration for new engineers, including system access, processes, and documentation.
Preferred Skills of the Service Administration Coordinator:
Essential
· Proven experience in an administrative or coordination role across field service, repairs, logistics, or trade services (e.g., property maintenance, appliances/white goods, furniture).
* Demonstrated ability to schedule and coordinate mobile engineers or technicians.
* Strong customer service experience, confident handling phone-based enquiries.
* Competent using CRM systems and scheduling software, alongside Microsoft Office and/or Google Workspace.
* Highly organised, with strong attention to detail.
* Calm under pressure with the ability to manage changing schedules.
* Commercially aware, with a clear understanding of the cost impact of downtime, missed appointments, and inefficient routing.
* Clear communicator.
* Happy with remote.
* Practical, solutions-focused mindset.
* Experience in the furniture industry, upholstery, or repair services.
* Familiarity with route planning or job management systems (e.g., ServiceM8, Simpro, Jobber, etc.).
* Basic understanding of furniture repair processes and terminology.
Personal Attributes:
* Results-oriented mindset
* Commitment to quality and high standards
* Sets and upholds high performance expectations