Customer Service Administrator

Adecco; Nottingham; On-site; GBP 16,000 - 26,000; Full time

Job summary

Adecco is seeking a highly organised, customer-focused Customer Service Administrator to join our Birchwood-based team. You will plan, coordinate and monitor field engineering activities to maximise engineer utilisation and deliver exceptional customer service.

The role requires strong communication, Microsoft Office proficiency and the ability to prioritise a busy workload, supporting a team of engineers and contributing to revenue targets.

Qualifications

• Excellent communication skills with customers, suppliers and colleagues.
• Strong customer service focus with the ability to resolve customer issues effectively.
• Ability to interpret KPI and performance data.
• Strong organisational and prioritisation skills with the ability to manage multiple tasks.
• Positive and collaborative team player.
• Calm, confident user of Microsoft Office, including Word, Excel and Outlook.

Responsibilities

• Schedule preventative maintenance (PPM) visits for field engineers.
• Coordinate reactive service calls, revisits and remedial works.
• Manage engineer diaries to maximise productivity, utilisation and revenue generation.
• Act as the first point of contact for customer enquiries, providing a professional and efficient service.
• Ensure all service visits are scheduled in accordance with company procedures and customer requirements.
• Monitor and manage customer SLAs, communicating proactively where targets cannot be achieved.
• Collaborate with colleagues across the wider business to support national and key account customers.
• Review and validate engineering reports and handheld device data to ensure accuracy and compliance.
• Coordinate subcontractors, ensuring work is delivered to company standards and within agreed timescales.
• Raise subcontractor purchase orders in line with company procedures.
• Arrange engineer van stock requirements when required.
• Maintain and update service management systems and databases.
• Organise engineer accommodation and travel arrangements when necessary.
• Track job completion and ensure engineer worksheets and reports are returned promptly.
• Provide accurate information to internal departments, including Accounts, to support invoicing and operational processes.
• Produce and distribute management information, including KPI reports, revenue reports and business updates.
• Support the management team with additional administrative and operational tasks as required.

Skills

Communication

Customer service

KPI data

Organisational skills

MS Office

Team player

Prioritisation

Job description

Customer Service Administrator

Location: Birchwood, Warrington

Salary: Up to £26,000 per annum

Reporting To: Service Desk Manager

About the Role

We are seeking an organised and customer-focused Customer Service Administrator to join our client's team in Birchwood, Warrington. This is a fast-paced position responsible for planning, coordinating and monitoring field engineering activities to maximise engineer utilisation, support revenue targets and deliver exceptional customer service.

Key Responsibilities

• Schedule preventative maintenance (PPM) visits for field engineers.
• Coordinate reactive service calls, revisits and remedial works.
• Manage engineer diaries to maximise productivity, utilisation and revenue generation.
• Act as the first point of contact for customer enquiries, providing a professional and efficient service.
• Ensure all service visits are scheduled in accordance with company procedures and customer requirements.
• Monitor and manage customer SLAs, communicating proactively where targets cannot be achieved.
• Collaborate with colleagues across the wider business to support national and key account customers.
• Review and validate engineering reports and handheld device data to ensure accuracy and compliance.
• Coordinate subcontractors, ensuring work is delivered to company standards and within agreed timescales.
• Raise subcontractor purchase orders in line with company procedures.
• Arrange engineer van stock requirements when required.
• Maintain and update service management systems and databases.
• Organise engineer accommodation and travel arrangements when necessary.
• Track job completion and ensure engineer worksheets and reports are returned promptly.
• Provide accurate information to internal departments, including Accounts, to support invoicing and operational processes.
• Produce and distribute management information, including KPI reports, revenue reports and business updates.
• Support the management team with additional administrative and operational tasks as required.

Accountabilities

The successful candidate will be accountable for:

• Maximising engineering productivity and utilisation.
• Supporting daily and weekly revenue targets.
• Ensuring service requests are processed accurately and with comprehensive detail.
• Maintaining a strong commercial focus to minimise non-productive time.
• Supporting a team of approximately 10-15 field engineers within the designated business area.

Skills & Experience

Essential

• Excellent communication skills with customers, suppliers and colleagues.
• Strong customer service focus with the ability to resolve customer issues effectively.
• Ability to interpret and act upon KPI and performance data.
• Strong organisational and prioritisation skills with the ability to manage multiple tasks.
• Positive and collaborative team player.
• Confident user of Microsoft Office, including Word, Excel and Outlook.
• Calm, resilient and adaptable, with experience working within a fast-paced service environment.

Desirable

• Experience within a service coordination, scheduling or planning environment.
• Knowledge of service management systems.
• Product and parts knowledge (training will be provided).
• Understanding of quality, environmental and health & safety standards including:
• ISO 9001
• ISO 14001
• ISO 45001
• BAFE SP203
• NSI Gold
• LPS 1014 (BRE)

The Adecco Group UK & Ireland is an Equal Opportunities Employer.