Service Coordinator at Omni RMS, Etruria, Stoke-on-Trent

Service Coordinator

Location: Stoke, ST1 5PZ
Hours of Work: 40
Contract Type: Fixed Term Contract (1 Year)

Our client, a leading provider of facilities services in the UK, is seeking a proactive and customer-focused Service Coordinator to join their Helpdesk team.

This is an excellent opportunity for an organised individual who enjoys problem-solving, working with customers, and coordinating service delivery within a fast-paced environment. The successful candidate will play a key role in ensuring customer enquiries and service requests are managed efficiently and professionally.

Job Description

Working as part of a collaborative Helpdesk team, you will be responsible for coordinating service delivery, maintaining accurate records, and supporting operational teams to ensure customer requests are progressed through to resolution. This role requires strong communication skills, attention to detail, and a commitment to delivering a high standard of customer service.

As a Service Coordinator, you will be responsible for managing customer calls, emails, and service requests, ensuring they are accurately logged, monitored, and progressed through to completion.

You will work closely with operational teams, customers, and stakeholders to coordinate services, maintain system accuracy, and provide administrative support across the account.

Key Responsibilities

• Act as the first point of contact for customer enquiries, service requests, and support queries.
• Log, monitor, and manage customer calls and emails accurately and efficiently.
• Translate customer requests into appropriate facilities management or engineering solutions.
• Coordinate and track service requests through to completion.
• Maintain and update internal systems and databases to ensure data accuracy.
• Build positive relationships with customers, operational teams, and key stakeholders.
• Identify and escalate issues where appropriate to ensure timely resolution.
• Support reporting, record-keeping, and general administrative activities while ensuring compliance with company procedures, service standards, and contractual requirements.

Person Specification

• Previous experience within a customer service, helpdesk, contact centre, or administrative role.
• Experience handling calls and responding to customer enquiries.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads and manage multiple requests effectively.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Strong problem-solving skills with a customer-focused approach.
• Ability to analyse information and make informed decisions.