Service Desk Coordinator

About Us

Petroassist UK Ltd is a nationwide sales, service, and installation business and part of the global Petrotec Group, a leading provider of integrated solutions for fuel and non-fuel retail operations. Operating directly in 8 countries and represented in over 84, the Petrotec Group manufactures and supports forecourt equipment including fuel dispensers, EV charging systems, payment terminals, tank gauges, EPOS, car wash & valeting, and other associated technologies.

We take pride in our culture of innovation, excellence, and trust, and we are committed to empowering our employees to grow personally and professionally.

Role Overview

Working as part of a team to log customer calls and deal with customer enquiries. This job requires weekend working on a rota pattern. You will work an average of 40 hours per week over a year.

Call & job management

• Logging service calls and breakdowns from customers or FM providers
• Raising jobs on the Service Management System
• Prioritising calls based on SLA, safety, and urgency
• Allocating job reference numbers and tracking progress

Engineer coordination

• Dispatching service engineers to jobs
• Monitoring engineer workloads and availability
• Chasing updates and ensuring completion within SLA times
• Communicating job details, deadlines, and site requirements to engineers

Customer communication

• Providing job status updates to customers
• Managing expectations around attendance and repair times
• Escalating urgent or overdue calls when required
• Acting as the main point of contact for service-related queries

Scheduling & planning

• Booking appointments and diarising future works
• Coordinating visits with customers, engineers, and third parties
• Rescheduling work due to parts, access issues, or emergencies

System & administration

• Updating service management and customer support systems
• Closing jobs and ensuring all notes are complete and accurate

Parts & third-party coordination

• Ordering spare parts linked to service jobs

• Booking external contractors or specialist agencies

• Tracking parts deliveries and follow-up visits

Internal liaison

• Working closely with:

• Regional Operations Managers
• Engineering teams
• Parts and logistics departments
• A proven communicator, the successful candidate will maintain the highest personal working standards and performance with emphasis on customer facing abilities. The successful candidate must also possess self-motivation, enthusiasm, and positive attitude and perform as a team player.

What We Offer

• Opportunity to join a growing, globally connected business with strong UK presence.

• Collaborative team culture where innovation and ambition are valued.

• Ongoing training and development in a technically advanced industry

• 33 days holiday per year (inclusive of 1 bank holiday) increasing with length of service

• Company Pension 5% matched contribution

Interested? We look forward to receiving your application. Please note that by applying, you consent to the processing of your data for recruitment purposes in line with our privacy policy.

Job Types: Full-time, Permanent

Benefits:

• Additional leave

• Company pension
• On-site parking
• Life Assurance
• Flu jabs
• Company events