Service Account Coordinator

Are you ready to be part of the market leader in kitchen fire suppression systems? At Marlowe Kitchen Fire Suppression, we excel in designing, installing, and maintaining top-notch systems for a wide range of clients across the UK, including hotels, restaurants, schools and hospitals.

Process customer maintenance orders for Ansul Fire Suppression Systems to completion. Efficiently and profitably schedule and dispatch Ansul Engineers on behalf of Marlowe Fire Kitchen Suppression in order to complete maintenance visits in line with customer requirements and industry standards. Requires excellent customer service skills with excellent attention to detail and the ability to work well under pressure. The role requires a proactive approach and excellent personal interaction with all departments within the business supporting our Customer Charter.

• Coordinate and prepare service jobs for scheduling in line with Service Level Agreements (SLAs) for both domestic and commercial customers.
• Prepare and organise installation jobs for domestic customers, ensuring all required information is accurate and complete.
• Build and maintain effective working relationships with engineers and colleagues to ensure all tasks are actioned efficiently and within agreed timescales.
• Collaborate closely with management to ensure customer expectations are consistently met or exceeded.
• Liaise with key clients via telephone to strengthen both internal and external relationships and maintain high levels of customer satisfaction.
• Prepare and process monthly planned maintenance jobs in a timely and accurate manner.
• Set up new maintenance contracts and jobs for new client sites, ensuring all relevant details are captured.
• Accurately input and maintain data within the CRM system.
• Raise and manage supplier purchase orders in accordance with company procedures.
• Handle incoming calls professionally, providing prompt and effective assistance.
• Ensure all customer queries are managed and resolved within agreed timeframes.
• Produce and deliver weekly reports on customer accounts, ensuring accuracy and clarity.
• Prepare Risk Assessments and Method Statements (RAMS) and permits as required for site access compliance.
• Monitor and update customer portals to ensure real-time visibility of job status, and issue completion documentation to clients promptly.
• Raise invoices for completed scheduled maintenance and remedial works in line with company processes.
• Review and manage stock allocations for engineers across active jobs.
• Carry out general administrative duties to support the smooth operation of the team.

Who We're Looking For

• A minimum of 2 years' experience in a Scheduling, Planning, or Coordination role, ideally within a field-based service environment.
• Prior experience scheduling field-based personnel (e.g., engineers) is highly desirable; however, candidates from similar operational or service-led industries will also be considered.
• Proficient in the use of internal and third-party systems/databases, with the ability to quickly adapt to new platforms.
• Demonstrates a proactive approach to managing workload and addressing scheduling challenges.
• Clear and confident communicator with a professional telephone manner, capable of engaging effectively with both colleagues and customers.
• Possesses sound literacy and numeracy skills, with attention to detail in written and data-related tasks.
• Strong working knowledge of Microsoft Excel and Outlook, with the ability to navigate and utilise tools efficiently.
• Displays a confident and professional demeanour, able to engage with stakeholders at all levels.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and concisely.
• Exceptionally well-organised, with the ability to prioritise tasks effectively, often using initiative to manage competing demands.
• Maintains a calm and focused approach under pressure, especially when managing changing priorities or tight deadlines.
• Deadline-driven, with the confidence and capability to meet daily and weekly targets.
• Dynamic, forward-thinking, and open to continuous improvement in processes and systems.
• A strong team player who is also capable of working independently and taking ownership of responsibilities where appropriate.