Role Overview
The Service Co-ordinator manages service delivery for key account customers within a commercial catering engineering environment, coordinating reactive and planned maintenance while ensuring service level agreements (SLAs) and customer expectations are consistently met.
Key Responsibilities
- Act as the primary point of contact for key account customers.
- Build and maintain strong customer relationships.
- Coordinate reactive and planned maintenance jobs and monitor jobs through to completion.
- Ensure SLA and KPI compliance, escalating urgent issues where required.
- Liaise with engineers, office staff, and suppliers to ensure efficient service delivery.
- Keep customers informed of job progress and resolve service issues promptly.
- Produce service reports, monitor performance, and identify improvement opportunities.
- Ensure accurate documentation, invoicing, costing and compliance.
KPIS ( Key Performance Indicators)
- SLA compliance and response times.
- Job completion and turnaround times.
- Accuracy and timeliness of communication and reporting.
Skills & Experience
Essential
- Strong organisational and multitasking skills.
- Excellent communication and customer service skills.
- Ability to prioritise workloads and work under pressure.
Desirable
- Experience in service coordination, scheduling, or customer service within engineering, facilities management, or commercial catering sectors.
- Knowledge of service management systems and Microsoft Office.
- Understanding of commercial catering equipment or engineers services.
- Understanding of SLAs, KPIs, and service reporting.
- Experience supporting key account or contract customers.
Personal Attributes
- Highly organised and detail-oriented.
- Proactive with strong problem-solving skills.
- Customer-focused and team-oriented.
- Adaptable, resilient, and able to manage competing priorities.
JBRP1_UKTJ
Locations
BeaulyHighland
