Heating & Plumbing Service Coordinator

We need an experienced Service Controller to join an existing office-based team supporting a busy domestic engineering operation.

This isn't a standard customer service role.

You'll be the bridge between the customer and the engineer: understanding the problem, asking the right questions, providing straightforward first-line solutions where appropriate and deciding when an engineer needs to take over.

Think technical customer service meets second-line support meets engineer coordination.

You'll also help keep the operation moving, coordinating engineer diaries, arranging appointments and managing the quotation process. You won't be expected to technically price or produce quotations from scratch, but you will make sure the right information gets to the right people and that quotes reach customers.

• Handling incoming plumbing, heating and related service enquiries
• Diagnosing straightforward issues over the phone
• Talking customers through basic fixes where appropriate
• Identifying when an engineer visit is required
• Booking and coordinating engineer appointments
• Planning engineer diaries effectively
• Liaising between customers, engineers and the wider team
• Coordinating quotations and following them through
• Keeping customers updated and making sure nothing disappears into an inbox

The key thing here is relevant industry knowledge.

You'll ideally have worked in a customer service, service desk, technical support, scheduling or service controller role within heating, boilers, plumbing, air conditioning or a closely related engineering environment.

You don't need to be an engineer yourself, but you do need enough technical understanding to recognise common problems, ask sensible questions and communicate effectively with both customers and engineers.

We're adding to an established team, so you'll have people around you who understand the operation. What we need is someone who can bring together technical understanding, customer service and organisation and keep a busy day running smoothly.

If you've worked behind the scenes keeping domestic engineers moving and customers informed, we'd like to hear from you