Service Delivery Coordinator
Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.
Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service model—spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.
Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.
As a Service Delivery Coordinator within the Jordon Group, your purpose is to ensure the effective coordination and delivery of planned and reactive maintenance services across client portfolios.
Our client is a well-established supplier of commercial refrigeration and air conditioning, across a wide range of sectors. We are looking for someone from a service desk background that understands the importance of outstanding customer experience and attention to detail.
Responsibilities
- Coordinating reactive and planned maintenance activities across refrigeration, HVAC, and mechanical services
- Scheduling engineers and subcontractors to ensure efficient and timely service delivery
- Acting as the first point of contact for client queries, ensuring high levels of customer satisfaction
- Monitoring job progress, ensuring SLAs and KPIs are consistently achieved
- Raising, allocating, and closing work orders through Service Support Management Software
- Managing service requests from inception through to completion, ensuring accurate updates and communication throughout
- Escalating issues where necessary and proactively resolving service delivery challenges
- Supporting compliance by ensuring all works are completed in line with statutory and regulatory requirements
- Maintaining accurate records of works, including job updates, completion notes, and documentation
- Liaising with internal teams including engineering, commercial, and account management functions
- Identifying opportunities to improve service efficiency, reduce downtime, and enhance customer experience
- Supporting reporting on service performance, highlighting risks and areas for improvement
Qualifications
- Experience in a service coordination, service delivery, or helpdesk/controller role (ideally within FM, HVAC, refrigeration, or engineering environments)
- Strong organisational skills with the ability to manage multiple workstreams in a fast-paced environment
- Experience using Service Support Management Software or job management systems
- Understanding of service level agreements (SLAs), KPIs, and compliance requirements
- Excellent communication skills, with the ability to engage effectively with engineers, clients, and stakeholders
- Strong problem-solving ability and a proactive approach to issue resolution
- Good IT skills, including Microsoft Office (Excel, Outlook, Word)
- Experience working in a customer-focused environment
AI fluency & learning mindset: We are looking for people who actively use AI in their day‑to‑day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.
Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Oldham office, Monday to Friday, 8.30am to 5pm.
What can we offer you?
- 20 days annual leave plus bank holidays + 1 additional day as a thank you
- Salary exchange pension scheme
- Life cover
- Paid sick leave
- Health Assured employee assistance and wellness program
- Enhanced maternity, paternity and adoption leave
- Salary sacrifice schemes: Cycle to work
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials
- Healthcare Cashplan
- MotorSave Scheme
- Refer a friend
- Liftshare
- Virtual GP
