Service Coordinator in Birmingham

Join one of the UK's fastest-growing fire and security specialists. EA-RS Group Ltd provides end-to-end fire safety, security, and compliance solutions, helping organisations keep people and buildings safe. We design, install, and maintain critical systems including fire alarms, suppression systems, and security controls across sectors such as healthcare, education, housing, and commercial properties.

About the Role

The purpose of Service Coordinator - Social Housing is to be responsible for planning and coordinating engineers' workloads, ensuring excellent customer service, and maximising operational efficiency. You'll be the first point of contact for customers requiring reactive call-outs, planned preventative maintenance (PPM), and remedial works. Working closely with engineers, subcontractors, and internal departments, you'll play a key role in ensuring our service commitments and customer KPIs are consistently achieved. This role is site based in Birmingham office.

What You’ll Be Doing

• Supporting a team of approximately 4–7 field engineers.
• Scheduling planned preventative maintenance (PPM) visits.
• Coordinating reactive service calls, revisits, and remedial works.
• Managing engineers' diaries to maximise productivity and utilisation.
• Act as the first point of contact for customer enquiries, providing a professional and responsive service.
• Ensuring service visits are scheduled efficiently and in line with company procedures.
• Monitoring customer KPIs and communicate proactively where service levels may be impacted.
• Liaising with customers, engineers, subcontractors, and internal teams to deliver a seamless service.
• Raising subcontractor orders and coordinate external contractors where required.
• Reviewing engineer reports and service data to ensure accuracy, professionalism, and compliance.
• Tracking job completion and ensure all documentation is returned promptly.
• Maintaining accurate records within the service management system.
• Supporting the wider service team and assist with national and key accounts as required.

What We’re Looking For

• Excellent communication and customer service skills.
• Experience in scheduling, planning or coordinating field-based engineers or service teams.
• Strong organisational skills with the ability to prioritise a busy workload.
• A calm, resilient approach in a fast-paced environment.
• Good problem-solving skills and the ability to resolve customer queries effectively.
• Good IT skills, including Microsoft Word, Excel and Outlook.

Desirable

• Experience within a service, facilities management, engineering or maintenance environment.
• Knowledge of engineering products or spare parts (training will be provided).
• Experience using service management or scheduling software.
• Ability to learn quickly and adapt to changing priorities.

Why Join Us?

• Attractive salary package
• Excellent training and development opportunities
• Pension scheme
• Opportunity to grow within a supportive and expanding business

EA-RS Group Ltd is an inclusive employer committed to equality, diversity, and creating a culture where everyone feels valued and supported. We welcome applications from individuals of all backgrounds and experiences.