Service Coordinator/Administrator

Clements Young is recruiting a Service Coordinator / Administrator on behalf of an established independent fire and security specialist based in Newmarket, Cambridgeshire.
You will play a central role in the service department, organising engineers’ schedules, responding to customers and keeping service and maintenance work running efficiently. Working closely with the Service Managers and engineering team, you will coordinate planned maintenance, reactive call-outs and remedial works while providing a professional and helpful service to clients.
This office-based position would suit an organised administrator or service coordinator with strong customer service skills, a confident telephone manner and the ability to manage changing priorities.

Key responsibilities

* Plan and schedule engineers’ work, including planned preventative maintenance (PPM), reactive fault calls and remedial visits.

* Liaise with clients and engineers to confirm appointments and coordinate day-to-day service activity.

* Manage the service department inbox, answer incoming calls and respond promptly to client enquiries.

* Maintain accurate customer, contract and service records using the company’s CRM system.

* Obtain and process engineers’ paperwork, issue completion documentation and follow up missing information in line with ISO procedures.

* Prepare and issue annual maintenance renewal quotations and quotations for remedial works.

* Order materials, raise purchase orders and liaise with suppliers.

* Maintain and issue the engineers’ on-call rota.

* Assist with invoicing, invoice queries and outstanding accounts alongside the accounts team and Service Managers.

* Support department performance targets, general administration and preparation of risk assessments and method statements (RAMS).

Skills and experience

* Strong administration and organisational skills, with the ability to prioritise several tasks and respond calmly to changes.

* A professional telephone manner and clear written and verbal communication.

* Customer service experience is desirable.

* Competent use of Microsoft Word, Excel and Outlook; Sage experience would be an advantage.

* Confidence working with figures and maintaining accurate records.

* Ability to learn and use an in-house service CRM system.

* A proactive approach to solving problems and supporting colleagues.

* Ability to work independently and as part of a team.

* Willingness to learn the relevant fire and security industry requirements and compliance procedures.

Salary and benefits

* Salary up to £32,500 per annum, depending on experience.

* 23 days’ holiday plus 8 bank holidays.

* Company pension.

* Health cash plan.

* Long service recognition awards