The Service and Operations Coordinator is responsible for the smooth operation of the service helpdesk and coordination of service delivery, CHP, UPS and remedial projects within the generator service business. Acting as a key point of contact between customers, engineers, and partners, the role ensures all planned and reactive works are scheduled, tracked, and reported in line with contractual KPIs and SLAs. The position also supports the financial and commercial aspects of service provision while maintaining strong communication and compliance processes.
Key Responsibilities:
Service Desk & Administration
* Coordinate the service helpdesk function, ensuring all enquiries are handled courteously and efficiently including; monitor and manage the Administration Email inbox, categorising and responding to all emails daily.
* Act as first point of contact for customer queries, call-outs, and partner communications.
Scheduling & Planning
* Schedule PPMs (Planned Preventative Maintenance) into planners and coordinate with the CHP Supervisor for CHP scheduling. Act as the primary coordinator for UPS service partners and customers.
* Manage and allocate reactive call-outs within the agreed contractual KPIs ensuring all reactive calls are updated and closed daily on the Mercury Portal or relevant contract platform.
* Maintain 52-week planners for all contracts and assets, ensuring dates are accurate and captured.
Contract & Compliance Management
* Ensure all processes, procedures, and contractual SLAs/KPIs are met.
* Distribute Risk Assessments and Method Statements (RAMS) for all scheduled jobs.
* Maintain contract documentation, ensuring auditable trails for purchase orders, subcontractor orders, and service reports.
Financial & Commercial Support
* Have an awareness of financial and commercial aspects of service delivery, including cost control and the service impacts on financial viability.
* Review and maintain system records (job cards and documentation) relating to remedial and CHP/UPS jobs.
* Raise, process, and manage purchase orders, ensuring updates are made when changes occur.
* Support in sub-contractor administration, including documentation, approvals, and reporting.
Reporting & Documentation
* Generate job sheets and service reports, and financial summaries as needed maintaining accurate data entry within systems to ensure audit readiness and compliance.
* Minute meetings and assist with preparation of internal and customer reports (ad hoc).
Cross-Departmental & Project Support
* Liaise closely with mobile engineering teams and office staff to ensure accurate job planning, materials, and documentation.
* Support material ordering and work with the Stores Manager to ensure stock availability for service and projects.
* Provide project support for CHP Projects, UPS services, and remedial works, including coordination and administration as and when required.
* Assist with lead logging, chasing, and job opportunity tracking.
Customer & Stakeholder Liaison
* Build strong working relationships with customers, ensuring proactive and professional communication.
* Represent the business in a courteous, proactive, and professional manner at all times.
Essential Skills & Experience
* Proven experience in service coordination, operations support, or helpdesk administration within a technical or engineering environment.
* Strong knowledge of PPM scheduling, call-out management, and SLA/KPI delivery.
* Excellent communication skills, with the ability to liaise confidently with customers, engineers, and subcontractors. Strong organisational and time management skills, able to work to tight deadlines.
* Competence in Microsoft Office, ERP/CMMS systems (e.g. SimPro, Mercury Portal, or equivalent).
* Financial awareness, with experience in raising POs, cost tracking, and reporting.
Desirable Qualifications
* Experience in the generator, CHP, UPS, or power services industry.
* Knowledge of RAMS, health & safety compliance, and QHSE systems.
* Basic financial or business administration training.
* Customer service or helpdesk training (preferred but not essential).
Performance Expectations
* The Service and Operations Coordinator will be evaluated against KPIs to be discussed when a candidate is successful
Salary description
£28000.00 - £30000.00 per year