Senior Maintenance Coordinator

Monday to Friday, 9am – 5pm

Office based in Sidcup

£35,000 - £40,000 per annum (depending on experience)

Our client is looking for a senior maintenance coordinator to join their growing team. The main purpose of this role is to take full ownership of an allocated key client route/s, personally carrying out the day-to-day duties of a Maintenance Coordinator and acting as the main contact for the client/s. Alongside this route responsibility, oversee the maintenance coordination function across all lifts under contract, providing direction and support to the Maintenance Coordinators. Ensure servicing, call-outs, reports and outstanding actions are managed accurately and on time, resolve operational issues and identify risks before they develop. Act as the first point of escalation for coordinators, clients and engineers, providing full coordinator cover during leave and absence. Support the Maintenance and Repairs Manager by taking ownership of daily coordination issues and escalating matters requiring management approval.

Main Duties and responsibilities:

• Act as the main client contact and remain accountable for route administration, service delivery, communication and follow-up through to completion.
• Prepare and maintain the monthly service schedule for the key client route, book visits and arrange site access with the client, prioritising key client requirements and overdue servicing. Rearrange attendance when engineers are absent or diverted to emergencies and keep the client informed.
• Process service, breakdown and night-call worksheets for the key client route, chasing missing or unclear reports and photographs. Save reports and recommendations in the relevant folders, prioritise lifts out of service, update lift status on internal systems, mark completed services off the monthly schedule and issue reports to the client and relevant portals.
• Log and action LOLER and insurance reports for the key client route, raise and process RCs, maintain the relevant folders and tracking spreadsheets and arrange required attendance. Progress each item through to confirmed completion, retain completion evidence and escalate urgent defects, overdue actions and barriers to resolution.
• Progress engineer recommendations and outstanding jobs for the key client route, liaising with engineers, technicians, suppliers and subcontractors. Obtain quotations and parts information, save quotations in the relevant SC or BC folders, refer chargeable works to Sales and Repairs and follow up agreed actions through to completion.
• Review the key client route weekly, checking servicing completion, open call-outs, lifts out of service, LOLER items and outstanding recommendations. Agree and progress actions, keep the client updated and ensure accurate route information is included in the maintenance management reports.
• Oversee call-out logging and engineer allocation on internal systems, ensuring calls are assigned correctly and attendance meets the required response times. Intervene promptly where delays or allocation issues arise..
• Monitor LOLER actions across all routes, ensure coordinators log reports, raise RCs, maintain tracking spreadsheets and arrange required actions. Follow progress through to completion, check completion evidence and ensure items are closed only when completion is confirmed.
• Review overall team LOLER progress and compliance, identify overdue items and barriers to completion, and agree follow-up actions with the responsible coordinator. Keep the Maintenance and Repairs Manager informed of priorities and unresolved risks.
• Oversee the M&Q folder and recommendations from engineer reports, ensuring actions are allocated, progressed and followed through to completion, with chargeable works referred to the Sales and Repairs team as appropriate.
• Use lift industry knowledge to source parts, suppliers and quotations and progress routine technical queries with engineers, technicians, manufacturers and specialist providers. Obtain appropriate technical confirmation and management approval where required.
• Train and support coordinators, explain company processes and carry out regular quality checks. Address routine errors and knowledge gaps and refer recurring performance concerns to the Maintenance and Repairs Manager.

Knowledge/Experience:

• Substantial experience in the lift industry with direct experience in a similar coordination or supervisory role is essential.
• Working knowledge of lift maintenance operations, servicing, breakdown response, LOLER thorough examination report recommendations, and the follow-up required to resolve outstanding items.
• Confident use of Lift Data or a similar service management system, including call outs, reports, schedules, RCs and purchase orders is desirable.
• Experience dealing with urgent client issues, changing priorities and multiple field engineers or subcontractors.

Skills

• Clear and professional written and verbal communication.
• Strong organisation, planning and record-keeping skills.
• Ability to coach colleagues, check work and make sound operational decisions within agreed authority.
• A professional telephone manner and a customer-focused approach.
• Confidence in chasing information and following actions through to completion.
• Ability to recognise when an issue requires technical, commercial or management input.