Customer Service & Maintenance Coordinator

Location: Hitchin, SG4

Salary: £30,000 - £35,000 (Depending on experience)

Working Hours: Monday-Friday (8am-5pm)

Job Code: MJ2318

Customer Service & Maintenance Coordinator

Are you a proactive, highly organised coordinator looking for a pivotal role with a thriving local business?

Our client, a respected specialist in heating and plumbing, is seeking an operational coordinator to manage their post-installation aftercare service from their scenic, rural office just outside Hitchin.

This is a fast-paced, high-impact role where you’ll act as the central hub of the team, managing engineer schedules, liaising with residents, and keeping regulatory compliance strictly on track. If you excel at problem-solving, routing logistics, and delivering great customer care, this position offers brilliant job stability, daily variety, and high ownership within a close-knit, supportive team environment.

Please note: Due to the company's attractive rural office location, having your own vehicle and a valid driving licence is essential for commuting.

Key Responsibilities:

* Log, track, and manage incoming plumbing and heating aftercare defects from initial report to resolution.

* Efficiently route and schedule engineers to ensure repairs and maintenance are completed within agreed service level agreements (SLAs).

* Act as the primary contact for homeowners, developers, and residents via phone and email, providing clear updates throughout the repair process.

* Coordinate appointment slots and property access between homeowners and site teams.

* Process and register Air Source Heat Pumps (ASHPs) and gas appliances with relevant regulatory bodies, ensuring all certification is filed accurately.

* Work closely with internal stores and procurement to track required parts, materials, and job timelines.

* Maintain up-to-date, accurate job records, customer history, and job notes across internal CRM/management systems.

*Please note that this is not an exhaustive list of responsibilities. We require a flexible and adaptable individual who can take on new duties as the needs of the business evolve*

The successful candidate will have:

* 2+ years’ experience in a similar customer care, maintenance coordination, desk-based dispatch, or repairs coordination role

* Exceptional organisational skills and a meticulous attention to detail.

* Ability to work well under pressure in a fast-paced environment.

* Proficiency in IT including Microsoft Office Suite (Word, Excel, Outlook).

* Excellent communication skills, both written and verbal.

* Full UK Driving Licence

Benefits:

* 28 Days Including Bank Holidays

* Monday – Friday

* No weekends

* Company Pension

* Free on-site parking

***Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not been successful. However, we will keep your details on our database, and will contact you when other suitable positions become available
Only candidates based in UK and eligible to work in UK are allowed