Heating Services Administrator

DCC plc; Larbert; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

Certas Energy in the United Kingdom is seeking an Admin Assistant to support our Heating Services operations. You’ll process enginee r invoices, maintain accurate admin records and help coordinate service visits to keep daily workflows running smoothly.

Work closely with engineers, Routers and colleagues across the business to manage renewals, bookings and admin tasks. The role requires excellent organisation, strong communication by phone, and a proactive, team‑oriented approach.

Qualifications

• A minimum of GCSE Maths and English.
• At least two years' experience in a customer service role, ideally involving an element of selling to customers.
• Excellent organisational skills, with the ability to plan your workload, prioritise tasks and meet deadlines.
• Strong communication skills, particularly over the telephone, with the confidence to engage professionally with customers, engineers and colleagues.
• The ability to listen carefully, understand customer needs and negotiate effectively.
• A high level of self-motivation, resilience and determination, with a results‑focused approach.

Responsibilities

• Processing monthly engineer invoices, ensuring they are accurate, complete and sent to customers promptly following completed service visits.
• Supporting Routers and engineers by helping to schedule and plan service visits in advance, making the best use of available resources.
• Processing delivery notes and supporting spares activities.
• Managing engineer clothing and PPE requirements, equipment calibration, vehicle records and mileage returns.
• Setting up new customer accounts and processing maintenance agreements, including Direct Debit arrangements.
• Handling inbound and outbound telephone calls from customers, engineers and internal departments in a friendly and professional manner.
• Managing depot referrals and leads, checking information for accuracy and keeping records up to date.
• Processing Boiler Shield Plus renewals and credits, ensuring renewals are completed ahead of schedule.
• Handling incoming and outgoing post and maintaining accurate, organised filing systems.
• Managing customer queries and complaints in line with company procedures, helping to retain customers and deliver excellent service.
• Keeping administrative queues and cases up to date, ensuring actions are completed within agreed timescales.
• Supporting the wider Heating Services team with additional administrative activities as required.
• Following company policies and procedures, including health, safety and PPE requirements.

Skills

Customer service

Organisation

Communication

Time management

Teamwork

Negotiation

Education

GCSE Maths and English

Job description

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Job Title: Heating Services Administrator

Location:

Larbert, GB, FK5 4RB

Contract Type: Permanent

Location Type: Hybrid

Date Posted: 30 Oct 2026

At Certas Energy we’re keen to take a lead in the industry. We have a culture of strong safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing (compliance) Initiative. Health and safety is paramount to our business ethos – it is fundamental to good business performance, and integral to long-term business success.

How you’ll power our business as an Admin Assistant

As an Admin Assistant at Certas Energy, you’ll play an important role in supporting the smooth and efficient running of our heating services operations. You’ll be responsible for processing engineer invoices, maintaining accurate administrative records and ensuring key deadlines are met. Working closely with engineers, Routers and colleagues across the business, you’ll help coordinate service visits, manage customer renewals and support the day-to-day activities that keep our operations running efficiently. With a strong focus on organisation, customer service and teamwork, you’ll help us deliver an excellent experience for our customers while maximising the productivity of our engineers.

At Certas Energy, we're the UK's largest independent distributor of fuel and lubricants, serving homes, businesses and industries through a nationwide network of depots and delivery operations. Our people play a vital role in keeping communities, businesses and critical infrastructure moving every day. With safety at the heart of everything we do, we're committed to our Safety F1rst culture, delivering exceptional service to customers while supporting the UK's evolving energy needs. As part of DCC Energy, you'll join a business that combines the strength of a market‑leading organisation with the support and opportunities to build a rewarding long‑term career.

What you’ll be doing

• Processing monthly engineer invoices, ensuring they are accurate, complete and sent to customers promptly following completed service visits.
• Supporting Routers and engineers by helping to schedule and plan service visits in advance, making the best use of available resources.
• Processing delivery notes and supporting spares activities.
• Managing engineer clothing and PPE requirements, equipment calibration, vehicle records and mileage returns.
• Setting up new customer accounts and processing maintenance agreements, including Direct Debit arrangements.
• Handling inbound and outbound telephone calls from customers, engineers and internal departments in a friendly and professional manner.
• Managing depot referrals and leads, checking information for accuracy and keeping records up to date.
• Processing Boiler Shield Plus renewals and credits, ensuring renewals are completed ahead of schedule.
• Handling incoming and outgoing post and maintaining accurate, organised filing systems.
• Managing customer queries and complaints in line with company procedures, helping to retain customers and deliver excellent service.
• Keeping administrative queues and cases up to date, ensuring actions are completed within agreed timescales.
• Supporting the wider Heating Services team with additional administrative activities as required.
• Following company policies and procedures, including health, safety and PPE requirements.

What we’ll need from you

• A minimum of GCSE Maths and English.
• At least two years' experience in a customer service role, ideally involving an element of selling to customers.
• Excellent organisational skills, with the ability to plan your workload, prioritise tasks and meet deadlines.
• Strong communication skills, particularly over the telephone, with the confidence to engage professionally with customers, engineers and colleagues.
• The ability to listen carefully, understand customer needs and negotiate effectively.
• Confidence in matching business resources to customer requirements.
• A high level of self-motivation, resilience and determination, with a results‑focused approach.
• Good time management skills and the ability to work effectively under pressure.
• Energy and enthusiasm, with a flexible and positive approach to supporting customers and colleagues.
• A strong team‑player mentality, with a willingness to contribute to shared goals and business objectives.
• A commitment to personal development and working in line with company values, policies and procedures.

Why join Certas Energy?

At Certas Energy, our people are key to our success. We are committed to creating a safe, inclusive and supportive environment where everyone can thrive and develop their career.

What you’ll get from us

• The opportunity to develop your skills and experience within a well‑established, market‑leading business.
• A supportive team environment where collaboration and teamwork are valued.
• Opportunities for ongoing learning and personal development.
• The chance to make a real difference to our customers and the smooth running of our operations.
• A rewarding career with Certas Energy, part of DCC Energy.

Doing right by everyone

People matter at Certas Energy. We’re an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We’re committed to doing right by our people, so we all feel engaged, motivated and proud to work for Certas Energy.