Service Coordinator Team Leader

The Service Coordinator Team Leader will play a key part in the day-to-day running of the service desk, helping to plan work, support engineers, manage customer expectations and improve the way the department operates.

The service department is already busy, but there is huge potential to make it more structured, proactive and efficient. We are looking for someone who can help bring energy, organisation and accountability to the team, while supporting the Operations Manager in driving better service, better planning and stronger performance.

This role would suit someone who has experience in a busy service, scheduling, logistics, call centre, dispatch, customer service, office coordination or field-service environment and is now ready to take the next step into a leadership position.

It could also suit an experienced Team Leader who enjoys a hands-on role where no two days are the same.

What You’ll Be Doing

As Service Coordinator Team Leader, you will help oversee the daily running of the service team, making sure customers are looked after, engineers are supported and jobs are planned and progressed properly.

Your responsibilities will include:

• Supporting the Operations Manager with the day-to-day running of the service department
• Leading, supporting and helping to organise the service desk team
• Planning and allocating jobs to engineers across North West London
• Monitoring engineer diaries, job progress, availability and workload
• Helping the team prioritise urgent, reactive and planned work
• Supporting dispatch, scheduling and daily job allocation
• Making sure customers are kept updated and receive a professional service
• Helping resolve customer queries, complaints and service issues
• Supporting engineers with job information, access details, updates and follow-on works
• Monitoring open jobs and helping ensure work is completed, updated and closed down correctly
• Helping improve communication between customers, engineers, the service desk and management
• Using systems, apps and CRM tools to track work and maintain accurate records
• Helping identify where processes can be improved
• Supporting team standards, accountability and performance
• Helping the department become more organised, proactive and commercially effective

What Makes This Role Exciting?

This is a role where you can have a real impact.

You will be joining a busy service department with strong demand, a recognised national brand and lots of opportunity to improve how things are done. The right person will be able to help shape the team, improve planning, raise standards and make the working day run better for customers, engineers and the wider business.

You will be close to the action, working with engineers, customers and management to solve problems and keep the service operation moving.

This is a great opportunity for someone who wants more responsibility, enjoys being trusted, and wants to grow into a key role within a busy operational business.

Do you have experience in Supervising experience?, Are you the kind of person who can keep a busy team moving, stay calm under pressure and bring structure to a fast-paced working day?

We are looking for a confident, organised and motivated Service Coordinator Team Leader to join our busy Dyno-Rod North West London branch, based from our office in Enfield.

This is a great opportunity for someone who enjoys customer service, planning, problem-solving and leading people. You will be helping to run a busy service department that supports drainage engineers working across North West London, broadly covering the area down towards the River Thames and up and around to the M25.

You do not need to come from a drainage background. What matters most is that you are organised, calm, proactive, commercially aware and confident supporting both customers and field-based engineers in a busy service environment., * Highly organised and good at planning

• Calm, confident and professional under pressure
• A natural problem solver
• Good with people and confident communicating by phone, email and face to face
• Able to lead, support and motivate others
• Comfortable making decisions in a busy working environment
• Customer-focused and commercially aware
• Good at prioritising work and managing competing demands
• Confident using computer systems, apps and CRM platforms
• Positive, reliable and willing to take ownership
• Keen to improve processes and raise standards
• Able to work closely with engineers, office staff and the Operations Manager

You do not need to know everything about drainage from day one. We can teach you the industry. What we need is the right attitude, strong organisation, good communication and the ability to keep a busy department moving.

Experience That Would Be Useful

Experience in any of the following would be helpful:

• Service coordination
• Dispatch or scheduling
• Customer service
• Call centre or contact centre work
• Logistics or transport planning
• Field-service coordination
• Office administration in a busy operational business
• Facilities management
• Trades, plumbing, drainage, utilities or maintenance services
• Team Leader or Supervisor experience

Previous drainage experience would be an advantage, but it is not essential., The ideal candidate will be someone who enjoys being at the centre of a busy operation.

You might already be a Team Leader, Supervisor, Senior Service Coordinator, Dispatcher or Planner. Or you might be someone in a customer service, scheduling or office coordination role who is ready for the next step.

You will need to be confident, organised and able to deal with pressure in a positive way. You should enjoy helping people, solving problems, improving systems and keeping things moving.

If you like variety, responsibility and being part of a team that makes things happen, this could be a great role for you.

Pulled from the full job description

• Life insurance
• Free parking
• Company pension
• On-site parking, * The chance to work with a well-known national household brand
• Overtime opportunities when available (some weekend work)
• A busy, varied role where no two days are the same
• The opportunity to step into a genuine leadership position
• Support from the Operations Manager and wider business
• Training on our systems, processes and industry
• A chance to develop your skills in service leadership, planning and operations
• Free parking
• Company pension
• A positive, practical working environment where your contribution matters

Dyno-Rod is a national household brand, and this role offers the chance to join a fast-moving, practical and customer-focused business where you can genuinely make a difference.