Service Coordinator

Location: Birchwood, Warrington
Salary: Up to £26,000 per annum
Reporting To: Service Desk Manager

We are seeking an organised and customer-focused Service Co-ordinator to join our client's team in Birchwood, Warrington. This is a fast-paced position responsible for planning, coordinating and monitoring field engineering activities to maximise engineer utilisation, support revenue targets and deliver exceptional customer service.

As the first point of contact for customers, you will manage reactive call-outs, preventative maintenance scheduling and remedial works while ensuring service level agreements (SLAs) are met and operational efficiency is maintained.

• Schedule preventative maintenance (PPM) visits for field engineers.
• Coordinate reactive service calls, revisits and remedial works.
• Manage engineer diaries to maximise productivity, utilisation and revenue generation.
• Act as the first point of contact for customer enquiries, providing a professional and efficient service.
• Ensure all service visits are scheduled in accordance with company procedures and customer requirements.
• Monitor and manage customer SLAs, communicating proactively where targets cannot be achieved.
• Collaborate with colleagues across the wider business to support national and key account customers.
• Review and validate engineering reports and handheld device data to ensure accuracy and compliance.
• Coordinate subcontractors, ensuring work is delivered to company standards and within agreed timescales.
• Raise subcontractor purchase orders in line with company procedures.
• Arrange engineer van stock requirements when required.
• Maintain and update service management systems and databases.
• Organise engineer accommodation and travel arrangements when necessary.
• Track job completion and ensure engineer worksheets and reports are returned promptly.
• Provide accurate information to internal departments, including Accounts, to support invoicing and operational processes.
• Produce and distribute management information, including KPI reports, revenue reports and business updates.
• Support the management team with additional administrative and operational tasks as required.

The successful candidate will be accountable for:

• Maximising engineering productivity and utilisation.
• Supporting daily and weekly revenue targets.
• Ensuring service requests are processed accurately and with comprehensive detail.
• Maintaining a strong commercial focus to minimise non-productive time.
• Supporting a team of approximately 10-15 field engineers within the designated business area.

• Excellent communication skills with customers, suppliers and colleagues.
• Strong customer service focus with the ability to resolve customer issues effectively.
• Ability to interpret and act upon KPI and performance data.
• Strong organisational and prioritisation skills with the ability to manage multiple tasks.
• Positive and collaborative team player.
• Confident user of Microsoft Office, including Word, Excel and Outlook.
• Calm, resilient and adaptable, with experience working within a fast-paced service environment.

• Experience within a service coordination, scheduling or planning environment.
• Knowledge of service management systems.
• Product and parts knowledge (training will be provided).
• Understanding of quality, environmental and health & safety standards including:
  • ISO 9001
  • ISO 14001
  • ISO 45001
  • BAFE SP203
  • NSI Gold
  • LPS 1014 (BRE)

This role operates in a reactive environment and therefore requires flexibility and adaptability to changing business needs. The successful candidate will be expected to undertake ongoing training to further develop their commercial and technical knowledge.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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