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Service Administrator

4 months ago

Sittingbourne, United Kingdom Tuckwells Full time

**Job Function**:
Managing all customers in a professional, prompt, and courteous manner, portraying a positive impression of the Service Department from start to finish through high levels of customer service.

To be responsible for ensuring all administrative and workshop control tasks are completed daily. This includes, invoicing, WIP, workshop control, Job story writing, warranty admin, logging technician hours, monitoring machine telematics making proactive calls, upselling repairs, taking brake down calls from customers and anything else required.

To work closely with the team supporting the Service Manager and Team Leader. Taking equal responsibility in providing customers the best possible experience and driving an efficient workshop.

**Essential Duties**:

- Main point of contact to triage incoming telephone calls into the Service Department and schedule jobs where required.
- Carry out pre and follow up calls for all jobs booked in. Other proactive calls will be made to upsell repairs and update customers where required.
- Ensure all Quotes/Estimates are generated and sent to the customer for prior approval.
- Finalising/processing invoices on competition of work required and dealing with queries.
- Assisting the Service Manager with invoicing and ensuring all possible WIP is under 30 days.
- Coordinate the workshop jobs daily for all techs and apprentices.
- Ensure all service processes, policies and warranty guidelines are followed.
- Collates and inputs technician and apprentice hours daily.
- Provide out of hours telephone support on a rota basis.
- Manage our fleet customers Service agreements.
- Review workshop performances and workflow with the Service Manager

**Skills and Experience**:

- Able to communicate effectively with our customers both verbally and written.
- Well organised, methodical, and able to remain calm under pressure.
- Previous experience of running a workshop or technical knowledge is advantageous but not essential.
- To be comfortable controlling a workshop and directing the technicians where needed.
- Good time management and a passion for drive, efficiency, and attention to detail.
- A willingness to learn in-house systems including Gold, Scheduler and CRM (training will be given

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Day shift

Supplemental pay types:

- Bonus scheme

Application question(s):

- Would you be willing and able to be on call as part of a rota, and work Saturdays in the busy season?

**Experience**:

- workshop: 1 year (preferred)
- Administrative: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person