Service Administrator

Connections Recruitment; Bristol; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading service provider in Bristol is seeking a dedicated Service Administrator to coordinate service requests and ensure excellent customer communication. You will log service calls, liaise with engineers and customers, and ensure smooth resolution of service issues. The role offers a competitive salary of up to £27,000 and comes with benefits including a uniform and employee wellness package.

Benefits

Uniform

28 holidays including Bank holidays

Employee wellness package

On site parking

Qualifications

• Confident with a friendly manner.
• Professional, excellent customer service.
• Minimum 3 years admin experience.

Responsibilities

• Act as first point of contact for service requests.
• Coordinate service requests and provide updates.
• Log calls and liaise with internal departments.

Skills

Customer service skills

Communication skills

IT skills

Telephone manner

Ability to prioritize

Tools

Excel

Word

Outlook

Red Zebra / Call 2 Field

Job description

Overview

Service Administrator required for our long established client. Working for a rapidly growing family business, servicing & installing catering equipment. Your main role will be to act as the first point of contact, coordinating a range of service requests, responding to customer issues via email or phone. Ensuring the customer receives the best possible service when logging service calls. In addition to logging the calls, you will act as customer liaison providing updates on the progression of their call. You will also be required to liaise with internal departments to ensure the smooth resolution of any issues. This role involves pro-active communication with field engineers, customers, and suppliers, owning all calls from the moment they are logged until completion.

Main Responsibilities

• Act as a key central point for the receipt and resolution of all machine faults.
• Log all machine faults and schedule the relevant machine visit with a Service Engineer.
• Follow the correct procedure for the reporting of machine faults to any 3rd party suppliers.
• Schedule visits by Service Engineers, based on locality, availability of engineer, and fault (customer) type/priority.
• Make outbound calls and take inbound calls to/from the Service Engineers to schedule their daily machine visits.
• Log and categorise the machine faults identified.
• Quote for further works required on service calls.
• Orders parts and equipment using our internal purchase ordering system.
• Ensure all non-service-related calls from customers are promptly identified and logged appropriately and this information passed to the correct person/department manager for attention e.g., complaint, customer requirement for stock, sales, billing query.
• Log all Service Engineer visits to customer sites for routine servicing and maintenance agreements.
• Assist with any Customer Care Projects that might be introduced.
• Be aware of any Service Department SLA’s (service level agreements) to fix machine faults.
• To perform any other duties, appropriate to the grade and role of the post holder.
• Liaise with management and other departments as necessary.
• To cover department, leave and absence when required.

Essential Skills & Experience

• You must be confident in your approach with a friendly manner.
• Highly professional with excellent customer service skills.
• Excellent telephone manner.
• Excellent communicator both orally and written.
• The ability to prioritise your workload is essential.
• Flexible with a “can do” attitude.
• Good IT skills especially Excel, Word, and Outlook.
• Experience of Red Zebra / Call 2 Field service packages would be an advantage, but not essential as training will be provided.
• Must be confident to work individually and as part of a team.
• Experience in a similar role would be desirable but not essential.
• A Minimum admin experience of at least 3years.

Job Details

Full Time, Permanent (Mon-Fri 9.00am – 5.00pm)

Salary: up to £27,000

Benefits

Benefits: Uniform, 28 holidays inc Bank hols, full EWP (employee wellness package), on site parking.