Job Title: Service Desk Coordinator
Location: Swindon
Salary: 34k Basic + Bonus scheme
Our client is an established Fire & Security business looking to strengthen their Service team with an organised, customer-focused Service Desk Coordinator.
Our client is looking for a Service Desk Coordinator to manage service desk operations, handle customer enquiries and service tickets, and ensure the timely delivery of service call-outs. You'll arrange engineers to attend site, ensure customer SLAs are met, and support the daily functions of the service desk — coordinating service requests, managing workflows and maintaining customer satisfaction. You'll report directly to the Head of Service.
Key Responsibilities
- Handle all communication (phone, email etc.) professionally, courteously and accurately, recording instructions and requests from clients and others
- Manage service calls via phone, email and directly into the ticketing system
- Ensure customer portals are updated with service dockets and keep clients informed on ticket status
- Provide general support to the Head of Service
- Allocate new calls to the most appropriate engineer
- Provide status updates to clients or their representatives
- Arrange for quotes to be prepared and sent to clients where additional work is identified following a call-out
- Liaise internally across all departments to ensure client needs are consistently met
- Respond promptly to customer enquiries, providing appropriate solutions or escalating issues as needed
- Undertake general office administration duties as directed
What We're Looking For
Essential:
- Positive attitude and punctuality, able to work collaboratively in an open office environment
- Comfortable working in a fast-paced, reactive environment, responding to changing priorities throughout the day
- Willingness to grow into more challenging and complex duties as part of personal development
- Good personal presentation, suited to an office environment where clients and VIPs may visit
- Good keyboard skills and familiarity with Word, Excel and Outlook
- Able to work independently as well as part of a team
- Willingness to take part in external training opportunities
- Proven experience in a customer service or similar coordination role
- Excellent organisational and time-management skills
Desirable:
- Experience within the fire/security industry is a bonus but not essential
- Experience with the Dynamics package
- Recognised keyboard or software package certification
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Service Co-ordinator in Swindon employer: Complete Security Recruitment Ltd
As a leading employer in the Fire and Security sector, we offer our Service Engineers in London and Surrey a dynamic work environment that prioritises professional growth and development. With 25 days of holiday plus bank holidays, excellent career advancement opportunities, and a supportive team culture, we ensure our employees feel valued and empowered to excel in their roles. Join us to be part of a company that not only invests in your skills but also fosters a collaborative atmosphere where innovation thrives.
Contact Details:
Complete Security Recruitment Ltd Recruitment Team
