Customer Service & Maintenance Coordinator

About the role

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, needs an operational coordinator to manage post‑installation after‑care services from their rural office just outside Hitchin.

Key responsibilities

• Log, track and manage incoming plumbing and heating after‑care 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.

Required profile

• 2+ years’ experience in a similar customer care, maintenance coordination, desk‑based dispatch or repairs coordination role.
• Exceptional organisational skills and meticulous attention to detail.
• Ability to work well under pressure in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Full UK driving licence.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• 28 days holiday including bank holidays
• Monday‑Friday schedule, no weekends
• Company pension scheme
• Free on‑site parking