Service Coordinator in Shipley

Service Desk Coordinator

Reports to:
Simon – Operations Director

Department:
Service & Maintenance

Location:
Office-based, Shipley West Yorkshire

Salary:
£24,000 + up to £25 per day additional commission/bonus

Purpose of the Role

To run the day-to-day operations of the ASE Autogate service desk, ensuring customer enquiries are logged quickly, jobs are scheduled efficiently, and service engineers have everything they need to complete work safely and on time.

The role acts as the central coordination point between customers, service engineers, and our Commercial and Residential Ops Directors.

Key Responsibilities

Customer Coordination & Job Logging

• Act as the primary contact for all incoming service calls, email enquiries, and job requests.
• Gather essential information (issue details, site access, contact, PO numbers, asset details).
• Log service tickets accurately and promptly into BigChange or relevant systems.
• Provide proactive updates to customers regarding scheduling, engineer ETA, delays, or follow-up work.
• Escalate customer complaints, safety-critical issues, or urgent matters to Simon immediately.

2. Scheduling & Dispatching

Core part of the role.

• Schedule dedicated service engineers, allocating work based on:
• priority / SLAs
• location
• skillset
• workload
• Issue daily job sheets and ensure engineers have full job details, access info, parts, and required documentation.
• Adjust schedules in real time for cancellations, overruns, or emergency callouts.
• Coordinate with:
• Simon on technical or complex jobs
• Andy\’s team when shared engineering resource is required
• Monitor job progress throughout the day and ensure jobs are closed by engineers with correct notes and photos.

3. Service Administration

• Create, manage, and close out service orders.
• Ensure all job information is complete and accurate before passing to Becky for invoicing.
• Maintain customer files, asset history, and service records.
• Keep the PPM schedule up to date and ensure all visits are booked in advance.
• Log and track warranty jobs and pass escalations to Simon.

4. Communication & Collaboration

• Liaise daily with service engineers to communicate schedules, changes, or technical requirements.
• Work closely with Simon to support safe and efficient service delivery.
• Coordinate with Andy\’s installation managers when resource sharing is needed.
• Maintain clear communication with Becky regarding job status that affects invoicing.
• Contribute to a positive customer experience through clear, professional communication.

5. Reporting & Metrics Support

(Not heavy analytics, just good data housekeeping.)

• Ensure job data is accurate in BigChange so service KPIs can be tracked.
• Highlight recurring issues, high-priority sites, or jobs requiring follow-up to Simon.
• Provide basic weekly summaries such as:
• Number of jobs logged
• Number of jobs completed
• PPM due / overdue
• Number of jobs waiting on customer approval

Boundaries & Clarification

This role DOES own:

• Logging and scheduling all service jobs
• Daily coordination of service engineers
• Customer communication
• Ensuring jobs are complete and accurate for invoicing
• Maintaining the PPM schedule
• Warranty logging
• Escalations to Simon

This role DOES NOT own:

• Invoicing
• Technical decision-making
• Commercial negotiation or quoting
• HR or performance management of engineers

Qualifications & Requirements

Experience

• Experience in service coordination, scheduling, or a customer service role (preferred).
• Familiarity with field-service systems (e.g., BigChange or similar) is advantageous.

Skills

• Strong multitasking and organisational ability.
• Excellent verbal and written communication.
• Confident in managing a busy phone line and live scheduling environment.
• Good IT skills (Microsoft Office, CRM systems).
• Able to remain calm under pressure and solve problems quickly.

Education

• Maths & English GCSE (or equivalent) minimum.

Key Competencies

• Customer-focused mindset
• Attention to detail
• Time and workload management
• Collaboration and teamwork
• Adaptability and resilience
• Proactive problem-solving