Job Description

Senior Service Coordinator

Location:

Hybrid / King's Lynn, Norfolk

Salary:

30,000 to 37,000 per annum (DOE)

Hours:

Monday to Friday 9:00am to 5:30pm

About Workplace IT

Workplace IT is the UK's leading provider of IT Managed Services to the Health and Social Care sector, supporting large clients in complex, regulated environments.

The Role

We are seeking a Senior Service Coordinator to take a hands on role managing day to day service coordination activities while providing oversight, guidance, and workload support to our existing Service Coordination team.

This role suits someone who is highly organised, process focused, and customer-service driven. You thrive in a fast-paced environments, managing multiple priorities and adapting quickly to changes. You combine calm control under pressure with the confidence to hold engineers and third parties accountable to agreed standards and deadlines.

Key Responsibilities:

Coordinate and manage daily IT support and provisioning requests for multiple clients.
Oversee the Service Coordination team to ensure consistency and accuracy.
Ensure adherence to Strict SLA (Service level Agreements) and client processes.
Act as the escalation point for complex or high-priority coordination issues.
Schedule, reschedule and assign work to support and provisioning teams.
Monitor progress across multiple ticket boards and client environments.
Ensuring scheduled work is completed as planned and deadlines are adhered to.
Reprioritise and reschedule tasks in response to changing client requirements.
Communicate clearly with clients and internal teams via phone, email.
Ensure all activity is accurately logged and updated in the client management system.
Work closely with engineers to maintain accountability, progress, and service quality.
Identify process gaps and contribute to service improvement initiatives.
Produce weekly and monthly coordination and performance reports.
Support the Service Team Leaders in maintaining exceptional client service.

About You

Highly organised and confident managing multiple priorities simultaneously.
Process driven with strong attention to detail and focus on exceptional service.
Exceptional customer service skills with the ability to communicate at all levels.
Adaptable to change, and comfortable in a fast-paced, high volume environment.
Assertive and confident in maintaining accountability within technical teams.
Strong interpersonal skills with the ability to influence and coordinate effectively.
Excellent written and verbal communication skills.
Proficient in Microsoft Office applications, particularly Outlook, Excel, and Word.
Experience in a service coordination, scheduling, or operations support role.
Knowledge of UK geography and an interest in technology would be advantageous.
Experience of a Service / CRM system such as ConnectWise would be advantageous.

Why Join Us

30,000-37,000 salary (dependent on experience).
25 days' holiday plus UK bank holidays (33 total).
Contributory NEST pension.
Personal learning plan with quarterly reviews.
Excellent opportunities for progression.
Collaborative, supportive UK-based team.
Modern King's Lynn office with the option for hybrid working.
Home working Setup.

Working Pattern & Location

You can be based anywhere in Norfolk or Suffolk.
Our team collaborate in our King's Lynn office 1 to 2 days per week and as needed.

Interview Process

Microsoft Teams interview.
In-person interview and scenario based testing. (King's Lynn)
Online Personality profiling and DBS check.

Job Type: Full-time

Pay: 30,000.00-37,000.00 per year

Experience:

Service Coordination: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person