Location: Swindon
Salary: 34k Basic + Bonus scheme
The Company
Our client is an established Fire & Security business looking to strengthen their Service team with an organised, customer-focused Service Desk Coordinator.
The Role
Our client is looking for a Service Desk Coordinator to manage service desk operations, handle customer enquiries and service tickets, and ensure the timely delivery of service call-outs. You'll arrange engineers to attend site, ensure customer SLAs are met, and support the daily functions of the service desk — coordinating service requests, managing workflows and maintaining customer satisfaction. You'll report directly to the Head of Service.
Key Responsibilities
Handle all communication (phone, email etc.) professionally, courteously and accurately, recording instructions and requests from clients and others
Manage service calls via phone, email and directly into the ticketing system
Ensure customer portals are updated with service dockets and keep clients informed on ticket status
Provide general support to the Head of Service
Allocate new calls to the most appropriate engineer
Provide status updates to clients or their representatives
Arrange for quotes to be prepared and sent to clients where additional work is identified following a call-out
Liaise internally across all departments to ensure client needs are consistently met
Respond promptly to customer enquiries, providing appropriate solutions or escalating issues as needed
Undertake general office administration duties as directed What We're Looking For
Essential:
Positive attitude and punctuality, able to work collaboratively in an open office environment
Comfortable working in a fast-paced, reactive environment, responding to changing priorities throughout the day
Willingness to grow into more challenging and complex duties as part of personal development
Good personal presentation, suited to an office environment where clients and VIPs may visit
Good keyboard skills and familiarity with Word, Excel and Outlook
Able to work independently as well as part of a team
Willingness to take part in external training opportunities
Proven experience in a customer service or similar coordination role
Excellent organisational and time-management skills Desirable:
Experience within the fire/security industry is a bonus but not essential
Experience with the Dynamics package
Recognised keyboard or software package certification If you're an organised, customer-focused professional who thrives in a reactive, fast-moving environment, apply now — fire & security experience is a bonus, not a requirement
Salary description
£28000.00 - £34000.00 per year