Service Coordinator

At Dalkia, we're driven by a shared purpose: fighting climate change and creating a better, more sustainable future. We bring together talented people who share knowledge, challenge each other and grow together.

Backed by EDF, Britain's biggest generator of low carbon electricity, we're a people-first culture. With over 5,000 employees and a turnover of more than £600m, we combine the strength of a major group with a great culture, innovative mindset and inclusive values, making Dalkia a great place to work and grow your career.

Job Purpose:

Managing and co-ordination of reactive, planned and service installation works between clients and engineering staff.

Aims and Objectives

To focus on the expected team behaviours for achieving significant results and outcomes for the business, helping Dalkia to maintain its leading position within the industry and our reputation with our customers.

Key Responsibilities and Accountabilities

• Call handling
• Assigning jobs to field technicians and subcontractors
• Reviewing electronic time sheets for field technicians
• Pending call reporting and escalation
• Co-ordination of field technician revisits
• Co-ordinating and distribution of maintenance visits
• Sending pre-planned maintenance schedules to clients and service managers
• On-call administration and updates
• Arranging reactive and pre-planned maintenance appointments directly with end users
• Updating client portals
• Setting up and amending maintenance contracts
• Managing and reducing all WAIT info
• Achieving monthly maintenance KPIs
• Working with service and operations managers on KPI performance
• Creating job packs and sending them to service and operations managers
• Raising purchase orders and sending them to sub-contractors
• Updating goods received notes to CPA

Health & Safety

All employees must fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their actions, and to follow all guidance and instructions given. Further details about health and safety responsibilities are set out in the Health & Safety Policy.

Working Relationships

Internal
• Working with head office to ensure consistency across the department and teams, internal customers and other departments.

External
• Clients, branches and sub-contractors

Person Specification

Qualifications, Experience, Knowledge and Skills

Essential

• Administration experience
• Computer literacy skills
• Flexible and adaptable approach to work
• Excellent interpersonal skills
• Reliable

Competencies

The core support team competency framework for this position:

• Teamwork – actively contributes to the team and works to improve the team's effectiveness through personal commitment
• Planning, Organising & Executing – able to understand the priorities, plan and organise work and manage own time to deliver within expected timescales
• Communication – communicates clearly and concisely, making a good impression and ensuring understanding of all relevant information in all circumstances
• Commercial Awareness – understands the importance of managing costs and expenses, applying the necessary controls
• Risk Management – is aware of the impact of risk on the business and applies the necessary controls
• Adaptability – is responsive and open to changing circumstances
• Drive for Excellence – aims to deliver a high standard of work
• Self-Motivation and Development – is confident in own ability and is motivated to deliver, using opportunities to develop further
• Customer Awareness – responsive to the needs of the customer and aims to deliver customer satisfaction

Our Values

People First – It starts with health, safety and wellbeing

Better Together – A collaborative team

Trusted Partners – Dedicated to our clients' success

Taking Responsibility – Making a positive difference

Equity, Diversity & Inclusion

We're committed to an inclusive and fair recruitment process. If you need any adjustments, please let us know in confidence. Our team is here to support you