Service Coordinator

Marlowe Kitchen Fire Suppression is a market leader in kitchen fire suppression systems, providing design, installation, and maintenance services across the UK. We support a diverse range of customers across sectors including hospitality, education, healthcare, residential, and quick service restaurants. Due to continued growth, we are seeking a proactive and highly organised Service & Installations Coordinator to join our team at our Head Office in Wellingborough. This role is central to the effective delivery of our service operations, ensuring customer maintenance requirements are scheduled, coordinated, and completed efficiently, in line with contractual obligations and industry standards. You will play a key role in supporting engineers, managing customer expectations, and maintaining accurate system and administrative records. Key Responsibilities

• Schedule and coordinate customer maintenance and service visits in line with agreed Service Level Agreements (SLAs).
• Prepare and process jobs for scheduling, ensuring all required information is accurate and complete.
• Efficiently allocate and dispatch field engineers to maximise productivity and service delivery.
• Maintain strong working relationships with engineers, internal teams, and key stakeholders to ensure timely resolution of service requirements.
• Liaise directly with customers and key clients to support service delivery and maintain strong working relationships.
• Set up new maintenance contracts and service jobs for new and existing sites.
• Maintain accurate data within CRM and operational systems.
• Raise purchase orders and process supplier documentation where required.
• Manage incoming calls and customer queries, ensuring timely and professional responses.
• Produce and maintain regular reporting on customer accounts and service activity.
• Prepare RAMS, permits, and access documentation for site attendance where required.
• Support the management and updating of customer portals to ensure accurate, real-time information is available.
• Issue completion documentation to customers following works carried out.
• Raise invoices for completed maintenance and remedial works.
• Monitor engineer stock requirements for allocated jobs.
• Provide general administrative support to the wider service team.
Key Requirements
• Minimum of 2 years' experience in a scheduling, planning, or coordination role.
• Experience coordinating field-based engineers or similar mobile workforce preferred.
• Strong administrative background with experience using CRM or job management systems.
• Confident communicator with strong telephone and interpersonal skills.
• Highly organised with the ability to prioritise and manage multiple tasks effectively.
• Proactive approach with the ability to work independently and as part of a team.
• Strong attention to detail with good numerical and literacy skills.
• Competent in Microsoft Office, particularly Excel and Outlook.
• Calm under pressure with the ability to meet deadlines in a fast-paced environment.
• Positive, professional, and customer-focused attitude.
  
  Minimum of 2 years' experience in a scheduling, planning, or coordination role.
• Experience coordinating field-based engineers or similar mobile workforce preferred.
• Strong administrative background with experience using CRM or job management systems.
• Confident communicator with strong telephone and interpersonal skills.
• Highly organised with the ability to prioritise and manage multiple tasks effectively.
• Proactive approach with the ability to work independently and as part of a team.
• Strong attention to detail with good numerical and literacy skills.
• Competent in Microsoft Office, particularly Excel and Outlook.
• Calm under pressure with the ability to meet deadlines in a fast-paced environment.
• Positive, professional, and customer-focused attitude.
  
  Marlowe Kitchen Fire Suppression is a market leader in kitchen fire suppression systems, providing design, installation, and maintenance services across the UK. We support a diverse range of customers across sectors including hospitality, education, healthcare, residential, and quick service restaurants.