Service Coordinator

We're Hiring - Service Coordinator

Salary - Up to £33,000 (DOE)

Location - Shoreham by Sea

Working Hours - Monday to Friday on a weekly rotating shift pattern between 7.00am and 7.00pm. Shifts will alternate between 7.00am - 3.30pm and 10.30am - 7.00pm

Key Benefits:

• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We're looking for a Service Coordinator who thrives in a fast-paced environment and can balance day-to-day service operations with critical incident management. Acting as the single point of operational contact, you'll monitor service health, manage escalations, and lead major incident response when needed. This role is customer-facing, so you'll translate technical issues into clear, empathetic communication while working closely with internal teams to resolve problems quickly. A strong understanding of technology and service delivery is a big advantage, as you'll play a key role in ensuring smooth operations and an exceptional customer experience.

Key Responsibilities:

• Serve as the main point of contact for allocated customers, handling queries and escalations through digital channels (e.g., Portal, Teams, email) in line with Focus Group procedures and values.
• Ensure all escalations are acknowledged within one hour and provide regular updates (at least daily, or more frequently for high-priority cases)
• Manage escalation calls and emails professionally, setting and resetting customer expectations as needed.
• Act as the customer advocate internally, ensuring feedback is relayed to relevant teams.
• Act as Incident Manager for major incidents, applying consistent criteria and procedures across all service divisions. Coordinate cross-functional responses, maintain communication with stakeholders, provide timely updates, and drive incidents to resolution within agreed OLA/SLA targets.
• Oversee technical resolution efforts, monitor escalation progress, and close escalations when resolved and customer satisfaction is achieved.
• Identify trends or reoccurring issues, raise Problem Records when systemic issues are found, and support investigations using methods such as Five Whys analysis. Contribute to the Known Error Database.

Skills & Experience:

• Proven experience in service desk or service delivery operations (minimum 3 years) with strong understanding of incident, problem, and escalation management processes.
• Experience using ServiceNow or similar ITSM platforms, with ability to maintain comprehensive documentation
• Ability to remain calm and decisive under pressure during major incidents, with strong organisational and prioritisation skills
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent telephony skills with good communication skills, both written and verbally.
• Dealing with customers of all levels in a customer-facing role with proven track record in customer relationship management.
• Collaborates effectively with team members across different locations, using virtual communication tools for seamless coordination and service delivery.
• Customer-focused mindset with commitment to service excellence and emotional intelligence in customer interactions

Nice to have:

• Experience working within a IT Managed Services Provider
• Experience in Major Incident Manager capacity
• ITIL 4 Foundation certified and familiarity particularly in Incident Management, Change and Release Management, Problem resolution, and Service/Help Desk operations
• Technical understanding of IT infrastructure, Cloud services, networking and security
• Basic working knowledge of Cisco, Fortinet, M365 and Cloud products beneficial
• Exposure to Cloud and/or Communication technology sectors
• Familiarity with service management tools (e.g., ServiceNow, Monday.com, ITGlue, Synergy)

Ready to make a real impact? Apply now!