Service Coordinator in London

Service Coordinator

Due to continued growth at the Griffin Fire division of ACL (Alarm Communication Limited), we are looking for a Service Coordinator to join our established team in our London office located in London Fields, London.

The postholder will work within the Griffin Division, which manages key accounts across the Education, Healthcare, Hospitality, Commercial and Stadia sectors.

Key responsibilities include

• Open and maintain key customer information by recording and uploading documents into our cloud‑based ERP system.
• Monitor all service agreements to ensure visits are carried out as per contract with the Service Manager.
• Use our Asset Planning System to create pre‑planned maintenance jobs in preparation for scheduling.
• Advise customers of scheduled visits once dates are agreed with the Service Manager.
• Liaise with Engineers to coordinate visits, ensuring parts are collected prior to visits and that all paperwork is completed and submitted to the client in a timely manner.
• Review Engineer paperwork and raise any remedial actions with the appropriate internal team, prioritise and escape urgent non‑conformities or system failures to the relevant manager.
• Manage incoming calls and emails from key clients in a timely, professional and friendly manner.
• Build relationships of trust through open and honest communication with clients, suppliers and colleagues.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Raise and issue Purchase Orders and Works Orders to our approved suppliers and subcontractors.
• Review and process the expenses and timesheets for your engineering team each month.
• Issue documentation to clients, including service records, certificates and invoices.

About You

In addition to Microsoft Office, you will be able to learn our bespoke software package.

An aptitude for IT is essential.

You will work in a busy open-plan office and need to work closely within a team environment.

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiarity with Windows software systems and practices.
• Customer orientation and ability to adapt to different types of characters.
• Excellent communication and presentation skills, with a keen eye for detail.
• Ability to multi-task, prioritise and manage time effectively.
• Key Relationships

Reporting to the Service Manager within your Division, the Service Coordinator will liaise regularly with Contract Managers, Engineers, Apprentices, Subcontractors, Suppliers and Customers to ensure that our Clients receive the best possible customer experience.

Benefits

• Our market‑leading offering provides a range of benefits to suit your lifestyle:
• Virtual GP and health support for you and your household.
• Salary Finance scheme – access 50% of earned pay before payday for a small fee and competitive loans.
• Lifestyle benefits platform, Choices, enabling you to purchase extra holiday days, insurance, dental treatment or technology products.
• High‑street discounts from thousands of retailers, gyms and more through the Mi Deals platform, plus a cycle‑to‑work scheme.
• Life cover up to four times your salary, enhanced pension contributions, and a save‑as‑you‑earn scheme.
• Mitie Matching Share Plan – opportunities to earn shares.
• Recognition through Mitie Stars with cash prizes each month and a chance to win a top prize of £10,000 yearly.
• Diverse training and development opportunities across a wide selection of learning resources.

EEO Statement

We are committed to ensuring our recruitment process is inclusive and accessible to all.

If you have a disability or long‑term condition and require reasonable adjustments, please let us know.

Since 1987, Mitie has been a UK leading facilities management and professional services company, serving clients ranging from household names in banking to critical government sites, hospitals and schools.

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