Service Coordinator

Service Coordinator

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

The candidate will work within one of our Griffin Divisions, who look after a selection of key accounts made up of several prestigious large‑scale commercial properties, ranging across the education, healthcare, hospitality, commercial and stadia sectors.

Responsibilities

• 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 escalates any 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 of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; 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.

Qualifications

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with Windows software systems and practices.
• Customer orientation and ability to adapt/respond 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.
• Good knowledge of Microsoft Office and ability to learn our bespoke software package that supports all daily duties.
• Aptitude for IT and learning new software tools.
• Experience working in a busy open‑plan office environment and ability to work closely within a team.

Key Relationships

• Service Manager within the division.
• Contract Managers, Engineers, Apprentices, Subcontractors, Suppliers and Customers.

Location

London office – London Fields, London.

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