Service Coordinator - Refrigeration and Airconditioning

We are seeking a dedicated Service Coordinator to join our Airconditioning and Refrigeration business. The successful candidate will be responsible for managing service schedules, coordinating logistics, and ensuring seamless communication between clients, technicians, and suppliers. This role offers an excellent opportunity to work within a dynamic team, supporting the efficient delivery of our services.

You will be working in our family-owned business serving our established and valued customer base and we have built our reputation on maintaining the highest standards of customer service. You will be a driven individual capable of contributing positively to our continued success and to strengthening our brand and reputation.

You’ll be working Monday – Friday from our Poulton Le Fylde offices efficiently and effectively coordinating and scheduling the dispatch and ongoing field operations of our refrigeration and air-conditioning engineers for our national contracts and for reactive call outs. From time to time your work will also include visiting sites for audit purposes.

In return for hard work, dedication and enthusiasm you receive a competitive salary and many work/life balance and personal development benefits.

This role focuses on delivering the planned maintenance programme for our national contracts ensuring that our service level agreements are met whilst also providing ad hoc service engineers to attend breakdowns and call outs within the clients’ portfolios. Ideal candidates will have a strong work ethic, and enjoy that, having experience of working in a service engineer dispatch and field management environment within the HVAC industry. The work will include but not limited to:

• Organise and manage service appointments using management systems and software to ensure service standards are met.
• Oversee / review and update of our Planned Maintenance (PPM) system for accuracy and new contracts.
• Invoicing of completed work.
• Performance monitoring /audit and provision of periodic data to management. Escalation of resourcing issues to management.
• Handling of client interface for variance to programme due to absences.
• Ordering of parts and materials for engineers. Stores upkeep.
• Maintain accurate data entry within relevant systems to track service activities and invoicing.
• Liaise with clients, technicians, and suppliers via phone and email, demonstrating excellent phone etiquette, complaint handling and taking payments.
• Analyse operational data to optimise scheduling efficiency, absence management and client expectation management. Assist in performance monitoring to identify areas for improvement.
• Provide support to engineers in ordering and obtaining parts on time.

• Proven experience with maintenance management and dispatch systems. Strong understanding of the management and operation of deploying engineers in the field.
• Strong communication skills, both written and verbal, with professional phone etiquette.
• Proficient in data entry with high attention to detail and able to interpret data effectively.
• Highly organised with the ability to prioritise tasks efficiently in a fast-paced setting.

• Minimum 3 years past experience in a service management role or similar. Previous experience in the air conditioning or refrigeration sector is desirable but not essential.
• Full UK driving licence.

• Communication, Organisation and leadership skills are key to this role, being concise and accurate and able to listen.
• Interpersonal skills and an ability to handle complaints calmly and effectively.
• A steady hand, methodical, logical and composed under pressure.
• Instincts and acumen to quickly learn new IT systems and maximise their benefits.
• An understanding of the importance of workflows and integrity of data.
• A core value of customer satisfaction.
• Comfortable working independently.

• Technical background in Commercial Refrigeration, Air Conditioning and HVAC systems.
• Experience of service job management systems and field service engineer tablet use.
• A good educational record but must include higher education.

• Working environment: Modern office working environment with flexible working arrangements. Free on site parking.
• Innovation: You’ll be joining us at a key development stage for our business so will get the opportunity to design and influence the tools you’ll be using.
• Work/Life Balance: Strong emphasis on a healthy balance, working Monday to Friday. Company contributed pension.
• Reputation: Working for an established customer base where customer success and professionalism are paramount. You’ll feel proud to be serving major UK brands whilst strengthening your own brand.