Service Coordinator

Location: Banbury, Oxfordshire (Office Based)

Salary range:
£27,000 - £28,000 per annum
Reporting to: Service Manager
Hours:   Monday – Thursday: 08:30 – 17:00 & Friday: 08:30 – 16:30
Holiday: 25 days annual leave (3 reserved for Christmas) + 8 Bank Holidays

About Us

We are a well-established, family-run business. Our reputation is built on quality products and dependable aftersales support. The Service Department plays a critical role in customer retention and business performance.

The Role

We are looking for a confident and highly organised Service Coordinator to take ownership of the day-to-day scheduling and administration of our field service operations.

You will be responsible for effectively coordinating 3–4 field-based engineers, managing service schedules, ensuring preventative maintenance is delivered on time, and driving jobs through to completion and invoicing.

The successful candidate will be proactive, commercially aware, and comfortable working in a fast-paced environment where priorities can change quickly.

Key Responsibilities

Engineer & Schedule Management

• Full coordination of 3–4 field-based engineers
• Planning and scheduling annual and bi-annual preventative maintenance visits
• Managing reactive call-outs and prioritising urgent service requests
• Optimising engineer diaries to ensure efficiency and minimal downtime
• Monitoring job progress and ensuring timely completion

Customer & Distributor Communication

• Acting as the primary point of contact for service-related enquiries
• Providing clear updates to customers and distributors regarding ongoing issues
• Managing expectations and ensuring professional communication at all times
• Confidently handling incoming calls and resolving queries where possible

Commercial & Administrative Control

• Reviewing engineer reports and ensuring accurate documentation
• Raising invoices promptly upon job completion
• Taking upfront payments where required
• Ensuring all service activity is correctly logged and updated within the CRM system
• Supporting the Service Manager with reporting and service performance tracking

Skills & Experience Required

• Proven experience in service coordination, scheduling, or field engineer planning
• Strong ability to manage multiple priorities in a reactive environment
• Commercial awareness and understanding of service revenue processes
• Confident telephone manner and clear communication skills
• High attention to detail and strong organisational ability
• Experience using CRM systems and Microsoft Office
• Ability to work independently and take ownership of workload

Personal Attributes

• Decisive and confident
• Calm and solutions-focused under pressure
• Assertive when coordinating engineers and managing schedules
• Highly organised with strong follow-through
• Professional and customer-focused

What Success Looks Like in This Role

• Engineers’ diaries are optimised and well-managed
• Preventative maintenance is scheduled proactively and on time
• Service jobs are completed and invoiced promptly
• Customers and distributors are kept informed and satisfied