At a Glance
- Tasks: Support service operations by managing customer inquiries and administrative processes.
- Company: Join EQUANS, a global leader in technical services with a collaborative culture.
- Benefits: Enjoy a dynamic work environment with opportunities for personal and professional growth.
- Other info: Be part of a high-performing team that values your contributions.
- Why this job: Make a real impact by ensuring critical services run smoothly every day.
- Qualifications: Strong organisational skills and a customer-first mindset are essential.
The predicted salary is between 28274 - 34558 £ per year.
At EQUANS Mechanical & Fire Services, we keep critical buildings, facilities, and assets operating safely and efficiently. We're looking for an organised, customer-focused, and proactive Service Support Coordinator to become the backbone of our service operations team.
If you thrive in a fast-paced environment, love solving problems, enjoy building relationships, and take pride in keeping processes running smoothly, this is an opportunity to make a real impact within a global leader in technical services.
Why Join EQUANS?
At EQUANS, our people are at the heart of everything we do. You'll join a supportive and collaborative team where your contribution is highly valued, your development is encouraged, and your work directly contributes to delivering outstanding outcomes for our customers.
About the Role
As the Service Support Coordinator, you'll provide critical administrative and operational support to our Mechanical & Fire Services business, ensuring seamless day-to-day service delivery. You'll work closely with technicians, customers, subcontractors, suppliers, and management to oversee invoicing, reporting, compliance activities, customer communications, and administrative processes that keep our business running efficiently. This role is ideal for someone who enjoys balancing multiple priorities, takes ownership of their work, and is passionate about delivering exceptional customer service.
Key Responsibilities
- Service & Customer Support
- Professionally manage inbound calls and customer enquiries
- Act as the first point of contact for invoice-related queries and issue resolution
- Deliver outstanding customer service to internal and external stakeholders
- Assist with preparation of correspondence, reports, presentations, and business documents
- Invoicing & Financial Administration
- Invoice preventive maintenance contracts and service calls
- Review, vet and process repair work orders and contract invoices
- Administer project invoicing, progress claims, and retentions
- Process approved credits and support credit-related enquiries
- Assist with subcontractor invoice processing and documentation management
- Reporting & Operational Support
- Generate and distribute Aged WIP, Open Call and Backlog reports
- Monitor outstanding work and drive completion outcomes with service teams
- Upload service reports, compliance documentation and invoices to customer portals
- Support the preparation and distribution of operational and management reports
- Compliance & Licensing
- Coordinate annual compliance reporting including Yearly Condition Reports (YCR) and AFSS documentation
- Compile and maintain service records and compliance documentation
- Manage technician licences, inductions and associated records
- Business & Office Administration
- Consolidate office timesheets for payroll processing
- Manage fleet administration and ORIX updates
- Order and maintain office supplies, PPE, uniforms, equipment and consumables
- Support inventory and warehouse stock management
- Maintain business records, contact lists, and general office systems
What We're Looking For
We're seeking someone who combines strong administration capability with a customer-first mindset and a passion for operational excellence.
Essential Skills & Experience
- Proven experience in a fast-paced administration, service coordination or customer support role
- Exceptional organisational and time management skills
- Ability to manage competing priorities and meet deadlines
- Strong attention to detail and accuracy
- Excellent written and verbal communication skills
- Intermediate to advanced Microsoft Office skills
- Strong customer service focus with a professional phone manner
- Self-motivated, proactive and solutions-focused approach
Highly Regarded
- Experience using Pronto Xi
- Previous experience in a service delivery, maintenance, facilities management or trade services environment
- Call centre or customer service experience
- Relevant tertiary qualifications
The Person We Want
You'll be the kind of person who:
- Loves creating order from complexity
- Takes ownership and follows tasks through to completion
- Builds strong relationships with customers and colleagues
- Remains calm and professional under pressure
- Is highly organised and detail oriented
- Enjoys being an integral part of a high-performing team
Ready to Join Us?
If you're looking for a dynamic role where you'll be trusted, challenged, and supported while working with an industry-leading Mechanical & Fire Services team, we'd love to hear from you. Apply now and become an essential part of the team keeping our customers' critical services running smoothly every day.
Service Support Co-ordinator employer: Equans
EQUANS is an excellent employer, offering a supportive work culture in the heart of Westminster where you can thrive as a Fabric & Carpentry Maintenance Technician. With generous benefits such as 24 days of annual leave, life cover, and opportunities for career development, we prioritise employee growth and satisfaction, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Co-ordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equans. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Equans before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Support Co-ordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Equans:Your cover letter is your chance to shine! Tell us why you want to work at Equans specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Equans!
How to prepare for a job interview at Equans
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
