Service & small works coordinator

Job Description

The Role

We are looking for a highly organised and detail-focused Service & Small Works Coordinator, ideally with experience in the Electronic Security Industry, to join our team. Based at our Hertford HQ, you will provide first-line support to our clients and field engineers, ensuring seamless service coordination and exceptional customer experience.

This is a key role requiring strong communication skills, problem-solving ability, and a proactive approach to service delivery.

Key Responsibilities

• Service Coordination: Receive and log service requests via phone/email, cross-reference with existing quotes, dispatch engineers or third-party providers, and request technical support where necessary.
• Small Works Management: Assist with the quoting, management, processing, and delivering of Small Works Projects (up to £25k in value).  
• Scheduling: Organise engineer attendance in line with client expectations and service level agreements (SLAs). This is working with both UK Engineers and Local Service Partners globally.
• Client Communication: Keep clients informed throughout the service/small works request lifecycle and ensure accurate records are maintained in Salesforce.
• End-to-End Case Management: Manage each service request from initiation to closeout and invoicing, including quoting for any required follow-up work.
• Invoicing & Compliance: Ensure timely and accurate invoicing. Follow up on purchase orders and client approvals.
• Internal & External Meetings: Attend service review meetings and, where needed, client service reviews to provide updates on open jobs.
• Relationship Building: Build strong working relationships with clients, subcontractors, and colleagues across the business. Provide cover for the International Service manager were required.
• Health & Safety: Request RAMS and permits as needed from our H&S team.

About You – Skills, Experience & Attributes

• Previous experience in a similar service coordination or administrative role
• Advantageous: Background in the electronic security industry and understanding of security systems
• Preferred: Experience working with international clients and managing communications across multiple time zones
• Highly organised with excellent attention to detail
• Strong verbal and written communication skills
• Confident in Microsoft Word, Excel, and business software
• Able to prioritise, multitask, and work under pressure
• Bonus: Experience with Salesforce

What We Offer

• A collaborative and supportive team environment
• Training and development opportunities
• A culture that values communication, respect, and teamwork

Perks & Benefits:

• Casual dress
• Company events
• Discounted or free food
• Free on-site parking
• Health & wellbeing benefit programme