Key Account Coordinator

Helix International Group; City of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading fire safety services provider is seeking a Fire Services Key Account Service Coordinator to manage and coordinate fire safety services for key clients across the UK. The ideal candidate will have experience in customer service related to fire safety, strong IT skills, and knowledge of UK fire safety regulations. Responsibilities include scheduling maintenance, ensuring compliance with regulations, and maintaining client relationships. This full-time role is based in London.

Qualifications

• Experience in a customer service or service coordination role.
• Familiarity with UK fire safety regulations.
• Ability to manage multiple priorities.

Responsibilities

• Manage and coordinate fire safety service delivery.
• Schedule routine planned preventive maintenance.
• Ensure compliance with UK fire safety regulations.

Skills

Customer service experience

Knowledge of fire protection systems

Strong IT skills

Excellent communication skills

Organizational skills

Time-management skills

Education

NVQ Level 3 or equivalent

Tools

Joblogic

simPRO

Job description

Overview

Firetecnics is one of London’s most trusted LPCB-certified fire safety companies, with a strong reputation within the industry for over 35 years. Firetecnics is part of the Helix International Group Ltd, which is experiencing growth of 30% year on year. Expanding in London and serving the Property industry, we provide fast, reliable fire safety solutions to residential and commercial property professionals, delivering compliance and peace of mind. We are a one-stop provider for services from fire alarm installation to ongoing compliance management, combining technical expertise with proactive, personalised service.

Location: London SE1

Employment type: Full-time

Job Summary

The Fire Services Key Account Service Coordinator is responsible for managing and coordinating fire safety service delivery to key clients across the UK. This role acts as the main point of contact for key accounts, ensuring that scheduled maintenance, remedial works, and compliance inspections are delivered to high standards and in accordance with UK fire safety legislation and client expectations.

Key Responsibilities

Client & Account Management

• Serve as the primary liaison for key clients, ensuring a high level of customer satisfaction.
• Manage client queries, service requests, and escalate issues where necessary.
• Build and maintain strong working relationships with key stakeholders across client organisations.

Service Coordination

• Schedule routine planned preventive maintenance (PPM), remedial works, and emergency call-outs.
• Coordinate with field engineers and subcontractors to ensure timely and efficient service delivery.
• Monitor job progress and keep clients updated on service status and completion.

Compliance & Documentation

• Ensure all work complies with UK fire safety regulations, including the Regulatory Reform (Fire Safety) and British Standards.
• Maintain up-to-date records, certificates, and reports in line with statutory and client requirements.
• Support clients during audits, inspections, and compliance reviews.

Administration & Reporting

• Maintain service schedules and asset registers within service management systems (e.g., Joblogic, simPRO).
• Prepare reports for internal use and client meetings, including KPIs, SLA compliance, and outstanding works.
• Assist with invoicing, purchase orders, and contract documentation.

Collaboration & Support

• Work closely with engineers, the finance team, and other departments to ensure smooth service delivery.
• Contribute to continuous improvement initiatives and service development.
• Support mobilisation of new contracts and client onboarding.

Requirements

• Experience in a customer service or service coordination role within the fire safety, facilities, or building services sector.
• Knowledge of fire protection systems such as fire alarms, extinguishers, emergency lighting, AOV and sprinkler systems.
• Familiarity with UK fire safety regulations and British Standards.
• Strong IT skills and experience using service management software.
• Excellent communication, organisational, and time-management skills.
• Ability to manage multiple priorities and work under pressure.

Desirable Qualifications

• NVQ Level 3 or equivalent in Business Administration, Facilities Management, or a technical discipline.
• Previous experience handling national or key accounts in the fire & security industry.
• Understanding of the Regulatory Reform (Fire Safety) and the Building Safety Act.