Job description:

My client is a multi-discipline engineering group. Due to their continued growth they are seeking a highly motivated and detail-oriented Service Planner to join their FM team.

Job Description

The Coordinator is responsible for managing and coordinating reactive maintenance requests to ensure repairs are completed efficiently, safely, and within agreed service level agreements (SLAs). The role acts as a key link between Clients, contractors, and internal teams to deliver high-quality maintenance services within building fabric, electrical and mechanical.

Key Responsibilities

• Receive, log, prioritise, and schedule reactive maintenance requests in line with company policies and SLAs
• Assess repair requests to determine urgency, risk, and appropriate response times
• Allocate work to in-house operatives or external contractors and monitor job progress
• Act as the main point of contact for Clients/customers, providing updates and managing expectations
• Liaise with contractors to ensure works are completed on time, within budget, and to required standards
• Ensure all jobs are correctly recorded, closed, and documented on the maintenance management system
• Raise and approve purchase orders in line with financial controls
• Monitor contractor performance and report issues or trends to management
• Ensure compliance with health & safety regulations, including risk assessments and safe systems of work
• Handle complaints or escalations relating to reactive repairs in a professional and timely manner
• Support continuous improvement by identifying recurring issues and recommending preventative actions

Skills & Competencies

• Strong organisational and time management skills
• Excellent communication and customer service skills
• Ability to prioritise and manage multiple tasks under pressure
• Good understanding of building maintenance and repair processes
• Confident using maintenance management systems ( Verisae / Job Logic ) and Microsoft Office
• Problem-solving mindset with attention to detail
• Ability to work independently and as part of a team

Knowledge & Experience

• Previous experience in a reactive maintenance, repairs, facilities, or property services role
• Experience coordinating contractors or maintenance operatives
• Knowledge of health & safety legislation relevant to maintenance
• Experience working with SLAs, KPIs, and performance monitoring (desirable)

Qualifications (Desirable)

• NVQ or equivalent in Property, Facilities, or Business Administration
• Customer service or administration qualification

Key Performance Indicators (KPIs)

• Response and completion times met within SLAs
• Customer satisfaction levels
• First-time fix rates
• Contractor performance and compliance
• Accuracy of job records and system updates

The company offer great opportunities for development and progression within a high profile, growing business