Aftercare Co-Ordinator Service & Maintenance Administrator Admin

Aftercare Co-Ordinator

Job Title: Aftercare Coordinator
Department / Team: Aftercare
Reports To: Aftercare Director
Direct Reports: None
Location & Work Pattern: Office-based (SM5), Monday–Friday
Contract Type: Full-time

Summary

In this role, you own the day-to-day coordination of our service department, ensuring engineers are effectively scheduled, clients are well looked after, and service delivery runs smoothly. You act as the central point between clients, engineers, and internal teams, proactively managing workloads, resolving issues, and maintaining high service standards across all service contracts and reactive works.

Key Responsibilities

You will:

• Own service delivery coordination, ensuring all jobs, PPM visits, and reactive works are planned, scheduled, and completed efficiently
• Manage engineer schedules and workload, making day-to-day decisions to optimise resource use and meet client expectations
• Act as the primary point of contact for service clients, maintaining strong relationships and ensuring a professional, responsive experience
• Coordinate and track all service activity, ensuring reports, updates, and job progress are completed accurately and on time
• Oversee PPM planning and delivery, ensuring visits are scheduled proactively and aligned with contractual requirements
• Support commercial performance, including issuing invoices, following up on quotes and renewals, and maintaining visibility of outstanding work
• Resolve client issues and complaints, taking ownership of problems and escalating where appropriate
• Ensure accurate system management, maintaining up-to-date records across service platforms (e.g. Simpro) to support visibility and reporting

Duties

• Plan and schedule engineer visits, including reactive and planned maintenance works
• Liaise with clients to coordinate bookings, changes, and updates
• Issue work orders and job information to engineers and subcontractors
• Track engineer reports and ensure timely completion and distribution to clients
• Raise purchase orders and coordinate materials required for works
• Create and issue invoices in line with completed works
• Monitor outstanding quotes and renewals, ensuring timely follow-up
• Support credit control processes by assisting with payment chasing where required
• Maintain service schedules, job logs, and internal systems
• Coordinate logistics including deliveries, returns, and equipment movements
• Support fleet administration (servicing, MOTs, general coordination)

Location & Commitments

• Office-based role in SM5
• Core hours: 08:00–17:00
• Occasional flexibility required to support urgent service issues
• No regular travel required

Candidate Requirements

Essential

Skills & competencies

• Strong organisational and coordination skills, with the ability to manage multiple priorities
• Confident decision-making in a fast-paced environment
• Excellent communication skills with the ability to manage both clients and internal teams
• Ability to take ownership of tasks and see them through to completion
• Problem-solving mindset with a proactive approach to resolving issues

Technical

• Experience using business systems (e.g. CRM, job management, or scheduling systems such as Simpro or equivalent)
• Proficient in Microsoft Office (Outlook, Excel, Word)

Experience

• Proven experience in a coordination, scheduling, or administrative role
• Experience working with clients/customers in a professional environment
• Experience coordinating field-based teams or engineers (or similar)

Ways of working

• High attention to detail and accuracy
• Able to work under pressure and manage competing demands
• Follows processes but is confident adapting when needed
• Communicates clearly and escalates issues appropriately

Desired

• Experience within construction, engineering, or building services
• Experience with service contracts or maintenance environments
• Familiarity with Simpro or similar systems
• Basic understanding of invoicing and commercial processes

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