Service Coordinator in Frimley

Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Coordinator to join our established team at our main offices located in Frimley, Surrey. The candidate will work within one of our Key Account Divisions, managing a selection of prestigious large-scale commercial properties across the Education, Healthcare, Hospitality, Commercial and Stadia sectors. Strong prioritisation and multitasking, administrative accuracy, and customer service skills are essential.

Key Responsibilities

• Maintain accurate and up-to-date customer records by recording and uploading documentation within the company’s cloud-based ERP system.
• Monitor service agreements to ensure contracted visits and service activities are delivered in accordance with agreed terms, liaising with the Service Manager.
• Use the Asset Planning System to create and manage planned preventative maintenance (PPM) schedules for service delivery.
• Coordinate service visits, confirming dates with the Service Manager and communicating schedules clearly to clients.
• Liaise with Engineers to organise site attendance, ensure required parts are ordered and collected in advance, and that all service documentation is completed and submitted promptly.
• Review engineer reports and paperwork for accuracy and completeness, raising remedial actions where required and escalating urgent non-conformities or system failures to the appropriate manager.
• Act as the primary point of contact for allocated clients, managing incoming calls and emails professionally and in a timely manner.
• Build and maintain strong working relationships with clients, suppliers, subcontractors and colleagues through clear and proactive communication.
• Investigate and resolve service or product-related issues, identifying root causes, coordinating corrective actions, and following up to ensure satisfactory resolution.
• Raise and issue Purchase Orders and Works Orders to approved suppliers and subcontractors in line with company procedures.
• Review and process monthly engineering timesheets and expense claims accurately and within required deadlines.
• Prepare and issue client documentation, including service reports, certificates and invoices, ensuring compliance with contractual and regulatory requirements.

Key Qualifications

• Proven experience in a customer support, service coordination or administrative role.
• Demonstrable experience managing customer enquiries and resolving service-related issues effectively.
• Experience working within structured systems and processes, ideally in a service or engineering environment.
• Strong telephone handling skills with the ability to actively listen, gather accurate information and respond appropriately.
• Excellent written and verbal communication skills, with confidence to engage professionally with clients, engineers, suppliers and internal stakeholders.
• High level of attention to detail, ensuring accuracy in documentation, scheduling and data entry.
• Strong organisational skills with the ability to multitask, prioritise workloads and manage time effectively in a fast-paced environment.
• Customer-focused approach with the ability to adapt communication style to suit different personalities and situations.
• Problem-solving capability, with the ability to assess issues, determine appropriate solutions and follow through to resolution.
• Confidence in the use of Microsoft Windows-based systems and standard office software (e.g. Outlook, Word, Excel), and ability to learn new systems such as ERP or asset management platforms.
• Professional, proactive and solution-oriented mindset.
• Calm and resilient under pressure, particularly when handling urgent service issues.
• Strong team player with the ability to work collaboratively across departments.
• Committed to delivering high standards of customer service and continuous improvement.

Key Relationships

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