Full-time Service Coordinator Location: Medway Hours of Work: Monday to Friday 8am to 5pm My client are a leading service provider committed to delivering exceptional customer experiences through our dedicated team of professionals. The company prides itself on efficiency, reliability, and customer satisfaction in all aspects of our service operations. Job Overview We are seeking a highly organized and detail-oriented Full-time Service Coordinator to join our dynamic team. The successful candidate will play a crucial role in ensuring smooth operations within our service department, acting as a central point of contact for both clients and field engineers. Key Responsibilities Service Department Management: Assist in the day-to-day running of the service department, ensuring all operations are conducted efficiently and effectively. Engineer Scheduling: Book and coordinate engineers' visits, optimizing schedules to maximize productivity and minimize travel time. Call Management: Answer and manage incoming service calls, prioritizing urgent requests and dispatching engineers as needed. System Documentation: Accurately log all engineer activities, callouts, and job details in the company's service management system. Client Portal Management: Monitor and respond to client requests and inquiries through various client portals, ensuring timely and professional communication. Job Closure: Oversee the process of closing down completed jobs, including gathering necessary documentation, updating systems, and initiating billing procedures. Resource Allocation: Work closely with the service manager to ensure optimal allocation of resources based on job requirements and engineer availability. Performance Monitoring: Track and report on key performance indicators (KPIs) related to service delivery and engineer productivity. Client Relationship Management: Maintain positive relationships with clients by providing regular updates on service requests and addressing any concerns promptly. Quality Assurance: Implement and maintain quality control measures to ensure all service activities meet company standards and client expectations. Team Collaboration: Work collaboratively with other departments, including sales, finance, and human resources, to ensure seamless service delivery. Continuous Improvement: Identify areas for improvement in service processes and contribute ideas for enhancing operational efficiency. Person Specification Proven experience as a service coordinator in a service provider environment Proficiency in managing service operations, including booking engineer visits, handling callouts, and maintaining accurate records Strong organizational skills with the ability to multitask and prioritize effectively Excellent communication skills, both verbal and written Proficiency in using service management systems and client portals Strong problem-solving skills and ability to make decisions under pressure Customer-oriented mindset with a focus on delivering high-quality service Ability to work independently and as part of a team Proficiency in Microsoft Office suite, particularly Excel and Outlook Bachelor's degree in Business Administration, Operations Management, or related field (preferred but not required) Desired Skills Experience with scheduling and dispatch software Knowledge of industry-specific regulations and compliance requirements Familiarity with service level agreements (SLAs) and key performance indicators (KPIs)