Service & Installations Administrator

BiGDUG Ltd. (UK); Gloucester; On-site; GBP 24,000 - 28,000; Full time

Job summary

BiGDUG Ltd. (UK) is seeking an organised and customer-focused Installations & Service Administrator to manage end-to-end installation and service processes. You will work with Sales, Operations, Logistics, Installers and Customer Service to coordinate activities, resolve issues and ensure on-time project delivery.

The role involves handling enquiries, scheduling installations and aftercare, maintaining records, and driving continuous improvement in service delivery within a busy B2B environment.

Qualifications

• Proven experience in a customer service, service administration or coordination role, ideally within a B2B environment.
• Excellent organisational skills with strong attention to detail.
• Ability to prioritise multiple tasks and remain calm under pressure.
• Strong communication skills with the confidence to engage with customers, suppliers and internal stakeholders.
• Commercial awareness and an understanding of how service delivery impacts customer retention and profitability.
• Experience using CRM, workflow management or ticketing systems.
• A proactive and solutions-focused approach with a strong sense of accountability.
• Comfortable working within a delivery, installation, workplace solutions or office furniture environment.

Responsibilities

• Managing customer enquiries, installations and aftercare requests via phone and email.
• Coordinating installation schedules and service visits to ensure effective planning and delivery.
• Acting as the key point of contact for service-related issues, delays and escalations.
• Liaising with internal departments, suppliers and installation partners to ensure smooth project execution.
• Maintaining accurate service records, documentation and workflow data.
• Monitoring service performance, response times and SLA compliance.
• Supporting invoicing processes and ensuring job completion information is accurate and up to date.
• Identifying and implementing process improvements to enhance efficiency and customer experience.
• Building strong relationships with third-party suppliers and installation partners.
• Recognising opportunities to support sales teams through upselling and cross-selling opportunities when they arise.

Job description

We are looking for a highly organised and customer-focused Installations & Service Administrator to join our growing team. This is a pivotal role responsible for managing the end-to-end installation and service process across our businesses, ensuring a seamless experience for customers from initial enquiry through to installation completion and aftercare support. Working closely with Sales, Operations, Logistics, Installers and Customer Service teams, you will coordinate service activities, manage workflows, resolve issues and ensure every project is delivered efficiently and professionally. This is an excellent opportunity for an experienced administrator who thrives in a fast-paced environment, enjoys building relationships, and takes pride in delivering exceptional customer service.

What You'll Be Doing

• Managing customer enquiries, installations and aftercare requests via phone and email.
• Coordinating installation schedules and service visits to ensure effective planning and delivery.
• Acting as the key point of contact for service-related issues, delays and escalations.
• Liaising with internal departments, suppliers and installation partners to ensure smooth project execution.
• Maintaining accurate service records, documentation and workflow data.
• Monitoring service performance, response times and SLA compliance.
• Supporting invoicing processes and ensuring job completion information is accurate and up to date.
• Identifying and implementing process improvements to enhance efficiency and customer experience.
• Building strong relationships with third-party suppliers and installation partners.
• Recognising opportunities to support sales teams through upselling and cross-selling opportunities when they arise.

What We're Looking For

• Proven experience in a customer service, service administration or coordination role, ideally within a B2B environment.
• Excellent organisational skills with strong attention to detail.
• Ability to prioritise multiple tasks and remain calm under pressure.
• Strong communication skills with the confidence to engage with customers, suppliers and internal stakeholders.
• Commercial awareness and an understanding of how service delivery impacts customer retention and profitability.
• Experience using CRM, workflow management or ticketing systems.
• A proactive and solutions-focused approach with a strong sense of accountability.
• Comfortable working within a delivery, installation, workplace solutions or office furniture environment.

What Success Looks Like

• Accurate scheduling and administration of installations and service activities.
• High levels of customer satisfaction.
• Strong service visibility and communication across the business.
• Improved SLA performance and response times.
• Reduction in service backlogs and overdue jobs.
• Fewer escalations and repeat customer contacts.
• Efficient invoicing and service reporting accuracy.
• Positive relationships with customers, suppliers and installation partners.

Why Join Us?

• Be part of a supportive and collaborative team.
• Play a key role in delivering exceptional customer experiences.
• Opportunity to make a real impact through process improvement and operational excellence.
• Develop your skills within a growing and dynamic business environment.

If you're an organised administrator with a passion for customer service and operational excellence, we'd love to hear from you.

Here you will find new departments for your next practical phase. You’ll discover exciting teams and tasks, as well as available areas for your upcoming project work.

If you have any questions about the application process, feel free to reach out to us.