Service Coordination Manager – North & Scotland

About the role

We are seeking a Service Coordination Manager to lead and develop our Service Coordination team across the North & Scotland. The role is office‑based four days a week with one day remote, ensuring customers receive excellent service and engineers are supported with effective scheduling.

Key responsibilities

• Lead, coach and develop the Service Coordination team, fostering a positive working environment.
• Coordinate daily workloads, prioritise and schedule jobs efficiently.
• Support the team in making quick decisions when priorities shift.
• Collaborate with operational managers, engineers and other regional teams.
• Monitor performance, KPIs and SLAs, taking corrective action as needed.
• Handle escalated customer issues and ensure consistent use of processes and systems.

Required profile

• Strong people‑management experience in a busy operational or contact‑centre environment.
• Around 3+ years of management experience, ideally leading a medium‑sized team.
• Positive, proactive attitude with excellent problem‑solving skills.
• Ability to organise, prioritise and keep things moving in a fast‑paced setting.
• Confidence building relationships with diverse stakeholders.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• SAP
• CRM systems
• Salesforce

What we offer

• Competitive salary and bonus scheme.
• 25 days holiday plus 8 bank holidays.
• Pension scheme and private medical insurance.
• 24/7 GP and wellbeing support.
• Career development, regular reviews and leadership support.