Service Coordinator

About the role

The Service Coordinator ensures smooth after‑sales operations by managing service bookings, workshop capacity and customer communication. Acting as the operational bridge between customers, Service Advisors and the workshop, the role drives efficient utilisation of resources and enhances the overall customer experience.

Key responsibilities

• Manage inbound service booking requests via calls, online platforms and walk‑ins using the Dealer Management System (DMS).
• Optimise workshop loading by aligning technician availability, bay capacity, job complexity and service priorities.
• Schedule appointments to maximise utilisation and minimise idle capacity.
• Coordinate priority bookings for VIP customers, fleet accounts, recall campaigns and OEM service programmes.
• Confirm appointments, send reminders and conduct pre‑arrival calls to reduce no‑show and cancellation rates.
• Arrange customer mobility solutions such as loan vehicles, shuttle services and waiting‑area logistics.
• Prepare daily, weekly and monthly reports on booking volumes, show‑up rates and workshop capacity utilisation.

Required profile

• Proven experience in handling service bookings and workshop capacity planning within an automotive environment.
• Strong customer‑facing skills with the ability to communicate appointment details clearly and professionally.
• Ability to work with a Dealer Management System (DMS) and maintain accurate customer data.

Required skills

• Dealer Management System (DMS)