Maintenance Coordinator

About the company

Competitive Salary Our client based in Sidcup is looking for an organised, proactive and customer-focused Maintenance Coordinator to join their busy maintenance department.

Your tasks

This is an excellent opportunity for someone with previous administrative or customer service experience who is looking to develop their skills within a technical maintenance environment. Working closely with the Maintenance Manager, engineers, subcontractors and customers, you will help coordinate day-to-day maintenance activities, schedule servicing and breakdowns, and ensure that all relevant information is accurately recorded and communicated.

Maintenance Coordination and Scheduling

• Log incoming breakdown and call-out requests received by telephone or email, allocating jobs to the appropriate route engineer.
• Assist with scheduling routine service visits, ensuring priority is given to overdue services and key clients.
• Help maintain daily and monthly servicing schedules, adapting arrangements when emergencies or engineer absences arise.
• Communicate schedule changes to customers professionally and promptly.
• Support the coordination of engineer diaries and technician appointments, subject to management approval where required.
• Assist with weekly route reviews and the day-to-day management of allocated maintenance routes.
• Update the night-call rota and relevant night-call portals.

Reports and System Administration

• Enter engineer service, breakdown and insurance reports onto the relevant systems, ensuring records are accurate and up to date.
• Save reports, photographs and supporting documentation in the appropriate folders.
• Issue reports to clients and update lift statuses on the Lift Data system, including reinstating lifts when they are returned to service.
• Assist with reviewing engineer reports and identifying recommendations requiring further action.
• Follow up with engineers for missing reports, photographs or other information, escalating outstanding issues to the Maintenance Manager when necessary.
• Assist with processing subcontractor reports and updating client portals where required.
• Maintain accurate customer contract and contact information.
• Help generate monthly servicing schedules, daily work schedules and monthly reports for key clients.

Customer Service and Communication

• Answer incoming telephone calls and respond to customer queries in a professional and helpful manner.
• Assist with handling customer complaints and escalate more complex issues to the Maintenance Manager.
• Monitor the maintenance inbox, responding to enquiries or directing them to the appropriate colleague.
• Log line tests and ensure relevant information is recorded correctly.
• Liaise with engineers, subcontractors and suppliers to help coordinate maintenance activities.
• Follow up with customers for purchase order numbers relating to chargeable call-outs, escalating outstanding requests as appropriate.
• Support the updating of customer portals with call-out progress and reports.

Parts, Purchasing and General Administration

• Assist with sourcing parts and obtaining supplier quotations, referring costs to management for approval.
• Raise purchase orders on Lift Data and issue them to approved suppliers and subcontractors.
• Help ensure engineers have the necessary tools, equipment and stock, arranging replenishment when required.
• Assist with obtaining subcontractor availability and arranging work dates following management approval.
• Support call-out pricing and invoicing processes.
• Assist with reviewing maintenance and quality folders and following up on outstanding recommendations.
• Update the vehicle tracking system when instructed to add or remove sites.
• Assist with contract administration, including processing contract terminations when authorised by Sales or Management.
• Ensure daily administrative tasks, including Task Manager and line-test records, are completed.
• Undertake general administrative duties and other reasonable tasks as required.

Requirements

The successful candidate will be a confident communicator, able to manage competing priorities in a fast-paced environment, with a positive attitude and a willingness to learn. You will receive support and guidance from the Maintenance Manager while developing the skills and knowledge required to take on greater responsibility over time.

Essential

• Previous experience in an administrative, customer service, call centre or coordination role.
• Excellent customer service skills and a professional telephone manner.
• Strong organisational skills, with the ability to prioritise tasks and manage changing workloads.
• Good written and verbal communication skills.
• Confident IT skills, including Microsoft Word and Excel.
• A friendly, approachable and professional attitude.
• The ability to multitask, work well under pressure and use initiative.
• A willingness to learn new systems and develop technical knowledge.

Desirable

• Knowledge of the lift, facilities management or engineering maintenance industry.
• Good geographical knowledge to assist with engineer routing and scheduling.
• Experience liaising with engineers, subcontractors, suppliers or commercial customers.
• Familiarity with purchase orders, service reports and maintenance scheduling.

The ideal candidate will be

• Proactive, reliable and keen to learn.
• Customer-focused, with a positive and professional approach.
• A clear communicator who enjoys working with different people.
• Accurate and detail-oriented when maintaining records.

What we offer

• The opportunity to develop a career within a specialist maintenance environment.
• The opportunity to gain hands-on experience in maintenance coordination and scheduling.
• A varied role within a busy, supportive team.
• Opportunities to take on additional responsibility as your experience and confidence grow.