Service Administrator

3 months ago

Southampton, United Kingdom Harwood Recruitment Full time

**Company Overview**:This is a reputable provider of comprehensive support services for clients across the southern half of the UK and London. Specialising in the design, installation, and service support of Fire, CCTV, Access Control, Intruder Alarms, Emergency Lights, and Nurse Call Systems, we take pride in our commitment to safety and security. Since our formation, we have emerged as a leading specialist in wireless radio fire alarm solutions. Our company maintains a family feel and provides a unique opportunity for professionals seeking a collaborative and friendly work environment. Headquartered in Southampton, we are currently expanding our operations and seeking a detail-oriented and proactive Service Administrator to join our dynamic team.

**Position Overview**:The Service Administrator will play a crucial role in supporting the smooth operation of our fire and security maintenance services. This individual will be responsible for coordinating administrative tasks, managing service documentation, and facilitating effective communication between internal teams and clients.

**Key Responsibilities**

**Service Coordination**
- Schedule and coordinate service inspections and remedial work visits for fire and security maintenance technicians.
- Optimize technician schedules to ensure efficient use of time and resources.
- Work closely with service engineers to relay critical information, including site details, client communication updates, and any specific requirements for service visits.
- Monitor service requests, prioritize urgent tasks, and allocate resources accordingly.
- Act as a liaison between the service team and other departments to facilitate information flow and resolve any issues that may arise during service operations.
- Maintain an accurate and up-to-date inventory of calibrated tools, ensuring all items are properly documented and accounted for.

**Documentation Management**
- Maintain accurate and up-to-date service records, including work orders, service reports, and client communication.
- Generate and distribute invoices, ensuring timely and accurate billing for services rendered.
- Administer and input data into the Uptick CRM system.
- Compile and organize technical documentation related to equipment and maintenance procedures.

**Client Communication**
- Act as a primary point of contact for clients, addressing inquiries and providing updates on service requests.
- Ensure excellent customer service by responding promptly to client communications and professionally resolving issues.
- Arrange for engineers to make first initial contact with the client regarding their incoming calls about fire alarm/security system faults.
- Maintain open communication channels with the sales team to relay client feedback, service opportunities, and any additional requirements identified during customer interactions.

**Reporting**
- Generate regular reports on service performance, including completion rates, response times, and client satisfaction.
- Provide insights and recommendations for process improvements based on performance metrics.
- Engage in regular communication with the Service Manager to provide updates on service performance, challenges faced, and opportunities for improvement.
- Provide regular updates to the service team and collaborate with other departments as needed.

**Qualifications**
- Previous experience in administrative roles, preferably within the fire and security maintenance industry.
- Strong organizational skills with the ability to multitask and prioritise effectively.
- Excellent communication and interpersonal skills.
- Ability to understand and convey technical information to non-technical teams.
- Proficiency in Microsoft Office Suite and experience with service management software.
- Knowledge of fire and security systems is a plus

Standard working hours are 8.00 am - 5.00 pm Monday to Friday

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