Service Coordinator/Administrator

Clements Young; Newmarket; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Company pension

Health cash plan

Long service recognition awards

23 days holiday + 8 bank holidays

Job summary

Clements Young in Newmarket is seeking a Service Coordinator / Administrator to organise engineers' schedules, manage enquiries and keep service and maintenance work running smoothly. This office-based role suits a organised administrator with strong customer service skills and a confident telephone manner.

You will work closely with the Service Managers and engineering team to coordinate maintenance, reactive calls and remedial works, while handling invoicing queries and RAMS where needed.

Qualifications

• Administrative and organisational skills with ability to prioritise multiple tasks.
• Professional telephone manner and clear written and verbal communication.
• Customer service experience desirable.
• Proficient in Word, Excel and Outlook; Sage experience advantageous.
• Confident with figures and maintaining accurate records.
• Able to learn in-house service CRM system.
• Proactive problem-solving and team support.
• Able to work independently and as part of a team.
• Willingness to learn fire and security industry requirements and compliance procedures.

Responsibilities

• Plan and schedule engineers' work, including planned maintenance and reactive calls.
• Liaise with clients and engineers to confirm appointments and coordinate day-to-day service activity.
• Manage the service department inbox and respond to client enquiries.
• Maintain accurate customer, contract and service records using the CRM system.
• Process engineers' paperwork, issue completion documentation and chase missing information.
• Prepare annual maintenance renewal quotations and remedial quotes.
• 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 with the accounts team.
• Support department performance targets and RAMS preparation.

Skills

Administration

Organisation

Customer service

Telephone skills

Word

Excel

Outlook

Sage

CRM system

Problem solving

Teamwork

Independent working

Fire & security compliance

Tools

Sage

CRM system

Job description

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.