Service Coordinator

Service Co‑ordinator

Location: Birmingham, B37 7YN
Hours of work: 40 hours per week
Contract Type: Fixed Term Contract – 6 months

Our client, a leading provider of facilities services in the UK, is seeking a Service Co‑ordinator to support the delivery of a responsive, high‑quality service across a key account network.

Job Overview

The Service Co‑ordinator will act as the first point of contact for client requests, ensuring all calls and enquiries are accurately logged, processed and translated into effective engineering or facilities management solutions. The role plays a central part in meeting contractual requirements and maintaining high levels of client satisfaction.

Working within a fast‑paced service delivery environment, the postholder will manage incoming enquiries, shared mailboxes and work orders, while liaising closely with clients, engineers, subcontractors and internal service teams. Clear communication, attention to detail and timely escalation of issues are critical to success in this role.

Key Responsibilities

• Receive, log and process client and helpdesk requests in line with contractual requirements.
• Translate client issues accurately into facilities management or engineering actions.
• Allocate work to the appropriate internal engineers or subcontractors.
• Monitor shared mailboxes and respond to enquiries within agreed service levels.
• Manage and update work orders using CAFM systems, including Maximo.
• Liaise with subcontractors to arrange attendance and track progress updates.
• Maintain accurate records and documentation across all relevant systems.
• Escalate delays, risks or service issues to management in a timely manner.

Person Specification

• Previous experience in a customer service, helpdesk or administrative role.
• Confident and professional telephone and call‑handling skills.
• Strong IT literacy, including Microsoft Word and Excel.
• Excellent communication skills with the ability to build effective working relationships.
• High attention to detail with strong organisational and planning abilities.
• Flexible and solutions‑focused approach to work.
• Ability to perform effectively in a fast‑paced environment.
• A collaborative team player, comfortable supporting multiple stakeholders.