Service Support Coordinator 

Stevenage (very close to Stevenage train station) 

Monday to Friday, 8:30am – 5:00pm 

£28,000 – £34,000 per annum (depending on experience) 

My client is a well-established commercial catering equipment specialist that has been designing, supplying, installing, servicing, and maintaining commercial kitchens and bar fitouts for some of the UK's most respected hospitality and foodservice operators since 1988. Their client portfolio includes independent restaurants, Michelin-starred establishments, and five-star hotels.

You will be coordinating engineers, managing reactive callouts, and overseeing planned preventative maintenance programmes to ensure clients' kitchens continue operating smoothly and efficiently. Acting as the central link between customers and field-based engineers across the UK, you will be supporting the delivery of maintenance, servicing and breakdown support, ensuring engineers are scheduled effectively, and customer requirements are managed from initial contact through to completion. You do not need previous Service Desk experience. 

RESPONSIBILITIES 

Client & Engineer Coordination 

• Support and engage with the field engineering team to deliver the highest level of customer service. 

• Liaise regularly with both engineers and clients to ensure all scheduled works are completed on time. 

• Coordinate reactive service callouts and planned preventative maintenance visits. 

• React positively and efficiently to new service requests and changing customer requirements. 

• Ensure engineers and customers are kept informed throughout the lifecycle of each job. 

• Assist with resolving scheduling challenges and service issues as they arise. 

Job & Service Administration 

• Create, update and amend Job Cards accurately within internal systems. 

• Process purchase orders and add them to company databases. 

• Monitor and adjust stock levels as required. 

• Handle supplier queries and work proactively to find effective resolutions. 

• Maintain accurate service records and documentation. 

• Ensure service-related information is updated and communicated effectively. 

Teamwork & Communication 

• Manage service-related communications via telephone, email and messaging platforms. 

• Build strong working relationships with customers, suppliers, engineers and colleagues. 

• Work collaboratively as part of a busy and friendly office team. 

Skills Required

• Positive and proactive approach to problem-solving. 

• Ability to manage multiple priorities within a fast-paced environment. 

• One year's experience in a customer service, administration, or scheduling or coordination role. 

• Awareness of Service Level Agreements (SLAs). 

• Good working knowledge of Microsoft Office, particularly Excel. 

• Experience within service, maintenance, engineering, facilities management or operational support environments advantageous. 

BENEFITS 

• Salary of £28,000 – £34,000 depending on experience. 

• Industry-recognised qualifications and development opportunities. 

• Employee Assistance Programme with 24/7 GP access and wellbeing support. 

• 20% discount on EE mobile phone contracts and SIM-only plans. 

• Cycle-to-Work Scheme. 

• Company Pension Scheme. 

• Life Insurance. 

• 20 days annual leave allowance, increasing with length of service. 

• Regular team lunches and social events – opportunity to dine at project sites, including fine-dining restaurants and five-star hotels.