Service Administrator

**ROLE**:
Working as part of a team, the Service Administrator will ensure that all support functions are carried out to service and maintain our client’s security systems. At times the service administrator may also provide support to other departments. The role requires a great deal of initiative and autonomy.

**RESPONSIBILITIES**:

- **Customer Calls** - Reacting to client ‘call out’ requests. Log these onto the Service Administration software package (Alarm Master), ensure these calls are closed off accurately & efficiently with all relevant dates and times correctly received from engineers and recorded. Action any remedial or follow up visits and deal with any equipment requirements. Make sure that clients have copies of the service reports.
- **Contract List** - Engineers to have the latest contract list. 4-hour response clients to be clearly indicated with CS numbers where there is a Policed response active
- **NACOSS /Regulations** - Monthly reports to be printed, saved, and actioned. IDS systems false alarm rate report, response to Policed alarm systems, PPM reports. Keep abreast of the latest regulations.
- **Other Reports** - Weekly report of invoicing status, number of calls attended, Invoicing.
- **Chargeable Calls**:

- Check all these type of call outs are being invoiced and chased where applicable.
- **Invoicing** - Maintain a real time list of the current invoicing, including credits issued. Invoice or Pro-Forma at least one month ahead of any renewals. Monitor incoming payments and react accordingly. Please note invoicing is generally carried out by one service administrator, however we would expect that you can carry out this task as a supporting role should we require it at any time.
- **Vehicle Stock** - List standard recommended stock to be held at any time. Chase returns for repair or replacement from engineers. Provide mechanism to engineers to add or reduce their stock holding depending upon their client base, area, or historical usage. Keep spare vehicle adequately stocked.
- **Planning **- Attend weekly calls to interface with installation teams.
- **Training - **Booking and coordination of any engineer training requirements ensuring any training certificates/records are recorded and saved in the correct location.
- **Call Out Rota -**Maintain the call out rota with effective cover for each area, together with an escalation process including other team members, more senior engineers, and the technical team. Resolve and agree the Christmas rota by end of October latest. Ensure that other holiday periods are covered adequately.
- **Quotes**:

- From either reactive calls or PPM visits, or from client requests, follow up to provide quotes or facilitate that quotes are sent out for remedial works, recommendations, or requests. Generally small quotes for service orientated works via the service team. Larger or installation works via the Sales or Project teams. Log these quotes centrally to enable real time reporting and visibility of status.
- **Data Protection**:

- Comply with all company GDPR and ISO27001 procedures and obligations and ensure that those reporting to you do the same.

**SKILLS/EXPERIENCE REQUIRED**:

- Proven work experience as an Administrator or similar role, ideally within an Engineering environment.
- Scheduling experience would be ideal.
- Very strong organisational skills, including multitasking, time, and diary management.
- IT literacy, particularly MS Office and CRM systems. Knowledge of SAP would be beneficial but not essential.

**WHAT DO WE OFFER?**
- We are an employee-owned business, which means that you have the opportunity to benefit from our future success
- 25 days holiday + local Bank Holidays
- Company pension
- 2 Private Health insurances
- Optional annual private wellbeing appointment fully funded by Evolution.
- Access to a 24/7 EAP (employee assistance programme)
- Death in service benefit from day 1 of employment

**Benefits**:

- Company events
- Company pension
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Edinburgh, EH12 9DB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Administrative: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: JD/SA/2022