Job Description
Location: Head Office / Hybrid (with national travel)
Business Area: FinanceReporting to: Commercial Controller
The Role
We are looking for a proactive and detail-driven Service Revenue Officer to coordinate and manage service administration activities across our national service network.
This is a key role focused on service planning, performance reporting, operational control, and pipeline management—ensuring engineer capacity is optimised, service delivery is efficient, and chargeable service revenue is captured effectively.
Working closely with depot administrators, engineers, and customers, you’ll play a critical part in improving service speed, utilisation, and overall operational performance.
Key Responsibilities:-
Service Planning & Scheduling
* Accurately book, schedule, and process all commercial service calls across the Group’s service network
* Register follow-up visits and raise chargeable service calls where appropriate
* Actively bring forward appointments to fill diary gaps and improve engineer productivity
* Communicate directly with customers to agree appointment times and provide updates when schedules change
Operational Control & Performance Management
* Verify engineer attendance and ensure service documentation is completed accurately and on time
* Produce daily reporting on key service performance metrics including utilisation, outstanding calls, and pipeline health
* Review service calls for correct categorisation and compliance with internal processes
* Liaise proactively with depot administrators nationwide to optimise capacity and performance
Financial & Pipeline Management
* Maintain controls to ensure all invoiceable and chargeable service opportunities are identified and actioned
* Monitor service pipeline risks, priorities, and backlogs
* Develop and implement action plans to resolve performance or service delivery issues
Compliance & Continuous Improvement
* Support continuous improvement across service operations
* Comply with company policies including GDPR, HR, Health & Safety, and Equal Opportunities
* Contribute positively to an inclusive and collaborative working environment
What We’re Looking For
Essential
* GCSEs (or equivalent), including Maths and English
* Previous experience in service scheduling, operational coordination, or service administration
* Experience working with engineer-based field service operations
* Strong Microsoft Word and Excel skills
* Excellent organisational skills with the ability to manage multiple priorities under pressure
* Strong communication skills and attention to detail
Desirable
* Qualification in business administration, operations management, planning, or similar
* Experience in a multi-site or national service environment
* Exposure to service performance reporting, invoicing controls, or pipeline management
* Experience using Power BI or similar reporting tools
* Evidence of continued professional development in service operations or data analysis
Why Join Us?
* Competitive Salary
* 31 days holiday, increasing to 33 days after 2 years of service plus have your birthday off
* Hybrid working
* Salary sacrifice benefits – enjoy perks such as pension, cycle to work, electric car purchase, and additional annual leave, while potentially reducing your tax and NI contributions
* Comprehensive health & well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships and free access to mental health first aiders
* Heavily discounted group discount scheme on all products
* Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, a new car, food shopping and most major high street retailers
* Opportunity to work with a forward-thinking and supportive team.
* Career development and continuous learning opportunities.
Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of “Succeed Together” we are committed to Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.