Service Coordinator

• Serve as the main point of contact for allocated customers, handling queries and escalations through digital channels (e.g. Portal, Teams, email) in line with Focus Group procedures and values.
• Ensure all escalations are acknowledged within one hour and provide regular updates (at least daily, or more frequently for high-priority cases).
• Manage escalation calls and emails professionally, setting and resetting customer expectations as needed.
• Act as the customer advocate internally, ensuring feedback is relayed to relevant teams.
• Act as Incident Manager for major incidents, applying consistent criteria and procedures across all service divisions. Coordinate cross-functional responses, maintain communication with stakeholders, provide timely updates, and drive incidents to resolution within agreed OLA/SLA targets.
• Oversee technical resolution efforts, monitor escalation progress, and close escalations when resolved and customer satisfaction is achieved.
• Monitor service dashboards to identify and address potential issues before escalation.
• Work with service desk teams to prevent problems, communicate proactively with customers when service risks are identified, and implement recovery actions.
• Seek opportunities for automation and efficiency to control operating costs while maintaining service quality.
• Identify trends or recurring issues, raise Problem Records when systemic issues are found, and support investigations using methods such as Five Whys analysis. Contribute to the Known Error Database.
• Produce and issue accurate automated customer service reports, monitor service health and escalation trends, and flag risks to account owners for action.
• Manage complaint resolution, issue and monitor customer satisfaction surveys (e.g. NPS/CSAT), and track Customer Effort Score metrics, implementing improvements as needed.
• Brief incoming teams on overnight activity and ongoing incidents, maintain availability through escalation channels, and monitor service health indicators.
• Ensure communication standards and response times are met. Collaborate effectively with colleagues across locations using virtual tools, provide cover during colleague absences, and attend the office as required.

Key Responsibilities

• Proven experience in service desk or service delivery operations (minimum 3 years) with a strong understanding of incident, problem and escalation management processes.
• Experience using ServiceNow or similar ITSM platforms, with the ability to maintain comprehensive documentation.
• Ability to remain calm and decisive under pressure during major incidents, with strong organisational and prioritisation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent telephony skills with strong communication skills, both written and verbal.
• Experience dealing with customers of all levels in a customer-facing role, with a proven track record in customer relationship management.
• Able to collaborate effectively with team members across different locations, using virtual communication tools for seamless coordination and service delivery.
• Strong administrative and reporting skills.
• Customer-focused mindset with a commitment to service excellence and emotional intelligence in customer interactions

Skills, Knowledge and Expertise

• Experience working within a high-growth IT Managed Services Provider (MSP).
• Experience in a Major Incident Manager capacity.
• ITIL 4 Foundation certified, with familiarity in Incident Management, Change and Release Management, Problem Resolution, and Service/Help Desk operations.
• Experience protecting clients and service providers through effective Risk Management.
• Technical understanding of IT infrastructure, Cloud services, networking and security.
• Strong leadership, communication and stakeholder management skills at all levels.
• Experience operating in a fast-changing environment.
• Basic working knowledge of Cisco, Fortinet, M365 and Cloud products.
• Exposure to Cloud and/or Communication technology sectors.
• Familiarity with service management tools (e.g. ServiceNow, Monday.com, ITGlue, Synergy).

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.