Service Desk Coordinator
Location: Watford, Hertfordshire
Salary: Up to £35,000 per annum, depending on experience
Working hours: Full-time, Monday to Friday
Benefits: 25 days’ annual leave plus bank holidays, pension scheme and more
Are you an organised, customer-focused Service Desk Coordinator looking for your next opportunity?
We are looking for a proactive and detail-oriented Service Desk Coordinator to join our team in Watford. This is an excellent opportunity for someone with experience in customer service, administration, service coordination or scheduling who thrives in a fast-paced environment and enjoys keeping customers, engineers and internal teams connected.
Working as part of our Service Team, you will play a key role in coordinating planned and reactive maintenance activities, managing customer requests and ensuring engineers and subcontractors are scheduled efficiently. You will help us deliver outstanding customer service, maintain contractual service levels and ensure jobs are completed within agreed deadlines.
If you are a confident communicator with excellent organisational skills, a positive can-do attitude and the ability to manage competing priorities, we would love to hear from you.
What’s on offer?
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Salary up to £35,000 per annum, depending on experience.
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25 days’ annual leave, plus bank holidays.
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Company pension scheme.
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Full-time, permanent opportunity.
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Monday to Friday working pattern.
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A varied and rewarding role within an established service team.
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The opportunity to develop your skills across service coordination, customer relations and operational administration.
The Role – Key Responsibilities
Customer Service & Client Relations
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Act as the first point of contact for customers, engineers, subcontractors and third-party service providers by telephone and email.
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Deliver a professional, responsive and consistent customer service experience.
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Keep clients informed of job progress, engineer attendance and completion updates.
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Work closely with internal departments to ensure customer requirements are met.
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Handle customer queries and escalate complaints or service issues where appropriate.
Service Scheduling & Coordination
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Coordinate and schedule Planned Preventative Maintenance (PPM) and reactive maintenance jobs from start to finish.
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Manage engineer diaries and workloads to maximise efficiency, minimise travel time and meet customer deadlines.
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Maintain monthly PPM schedules, ensuring planned maintenance is completed within agreed timescales.
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Liaise with subcontractors and third-party providers to arrange and coordinate maintenance works.
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Ensure customer call-backs and outstanding requests are handled promptly and in line with agreed Service Level Agreements (SLAs).
Reactive Maintenance & SLA Management
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Receive, log and allocate reactive maintenance requests according to priority and urgency.
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Monitor outstanding jobs to ensure contractual response and completion targets are achieved.
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Identify potential delays and escalate issues before they affect service delivery.
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Produce daily reports highlighting outstanding jobs and any required escalations.
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Monitor open service calls and support daily start-of-day and end-of-day reporting processes.
CRM & Administration
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Maintain accurate and up-to-date records within the company CRM system, including job statuses, engineer notes and customer communications.
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Keep client summary forms and relevant service documentation updated.
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Follow company procedures and ensure all administrative processes are completed accurately.
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Check job costs against quotations and completed works before final processing.
About You – Skills & Experience
We are looking for someone who is organised, commercially aware and confident communicating with customers and colleagues at all levels.
Previous experience in a sales, office administration, customer service or service desk environment would be advantageous.
Experience using Simpro, CASH, Mentor, Planon or similar CRM and job management systems would also be beneficial. Familiarity with engineer scheduling, subcontractor coordination, invoicing, quotations and purchase orders would be an added advantage.
You will be someone who takes ownership of tasks, communicates clearly and enjoys finding practical solutions to problems. You will be comfortable juggling competing priorities, keeping customers informed and ensuring that nothing falls through the cracks.
You should be confident working both independently and as part of a team, with the flexibility to support operational requirements when needed.
If you have experience in service coordination, scheduling, customer service or administration and are looking for a new challenge in Watford, we would welcome your application.
Apply today to be considered for this Service Desk Coordinator opportunity, offering a salary of up to £35,000, 25 days’ annual leave plus bank holidays, and a Monday-to-Friday working pattern
