Job Title: Service and ATM Desk Coordinator
Department: Customer Service
Location: Holmfirth, HD9 7BN
Reports to: Customer Service Manager
Job Type: Full-time
Date: July 2025
Salary: £25,000 – 28,000 + company bonus
Benefits: Company bonus scheme, optional on call bonus, 20 days’ (+ 8 statutory days) annual holiday with a time served accrual system, pension, life insurance, and enhanced maternity/paternity/adoption leave and company sick pay schemes after a qualifying period
This is a great opportunity to join an expanding company with big ambitions. Burton Security is a company specialising in the manufacture, distribution, installation & aftersales service of physical security products. The Service and ATM Coordinator plays a critical role in supporting the day-to-day operations of ATM services and broader service desk activity across the UK. The role focuses on scheduling weekly BAU (business-as-usual) upgrades, reacting quickly to ATM recoveries, and coordinating field engineers to attend reactive service jobs for our key customers across the UK. This is a fast-paced, multi-faceted role requiring strong communication, organisational skills, and a proactive approach to incident management and service continuity.
Main duties will include:
- Providing 1st line service support to customers
- Process sales orders in an accurate and timely manner
- Log, triage, and assign jobs to service engineers based on urgency, location, and availability
- Act as a central point of contact for incoming service requests and reactive job tickets from key accounts across the UK
- Provide clear and regular updates to customers and internal stakeholders regarding job progress and resolution timelines
- Schedule and manage weekly ATM BAU upgrades
- Ensuring we meet service level agreements in place with our key customers
- Liaising with our fabrication department to organise product upgrades
- Inputting service call data onto our system and tracking the progress
- Producing quotations for requested works and invoicing for works carried out
- Answering incoming calls from customers and engineers
- Ensure in-house and customer systems are kept up to date
- Updating and generating reports from various databases on our performance levels
- Provide cover to other departments undertaking all related duties
To be successful, you must:
- Have experience as of working on a customer service desk, scheduling and/or a helpdesk.
- Enjoy dealing with customers and understand that the customer always comes first.
- Be organised and methodical.
- Keen, motivated and willing to learn.
- Have a good knowledge of Microsoft Office.
- Be willing to cover an out of hours phone line (usually 1 week in 4 and subject to additional pay).
- Prior knowledge of Microsoft NAV or Field Motion would be an advantage but is not essential.
To Apply: recruitment@burtonsecurity.com
