Elite Desk Service Administrator

Remote Choice; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A national provider of fire and security systems is seeking an experienced Service Administrator to manage daily customer interactions and service requests through a cloud-based CRM system. The role involves close collaboration with delivery teams and requires strong organisational and communication skills. Prior service desk experience is essential. This position offers a dynamic work environment with opportunities for growth.

Qualifications

• Proven experience as an Administrator in a busy, fast-paced environment.
• Strong organisational and prioritisation skills.
• Excellent written and verbal communication.
• Service desk experience is essential.
• Experience in the fire and security sector is beneficial.

Responsibilities

• Acknowledge, log, and process incoming work requests in a cloud-based CRM system.
• Ensure accurate recording of customer purchase orders and work orders.
• Allocate jobs to the correct Delivery Centre.
• Liaise between customers and Delivery Centres to coordinate site attendance.
• Create and issue work orders, manage quotes, and reconcile invoices.
• Track the progress of work orders and process completed job sheets.

Skills

Organisational skills

Verbal communication

Written communication

Customer service orientation

Service desk experience

Job description

Service Administrator – Elite Desk

Company Overview

Our client is a national provider of fire and security systems, delivering installation, commissioning, and maintenance services for multi‑site and national operators across the UK.

From a National Control Centre, a dedicated service team coordinates regional delivery teams to ensure a seamless, high‑quality service for customers.

Job Overview

We are seeking an experienced Service Administrator to join our client’s Elite Desk.

This role involves managing daily customer interactions via email and telephone, logging and coordinating service requests, preparing quotes, arranging remedials, and ensuring smooth job processing through a cloud‑based CRM system. You’ll also manage post‑service administration, including job closure and invoicing.

The position involves close collaboration with regional Delivery Centres (DCs) to schedule work, maintain documentation accuracy, and uphold service standards.

Reporting to: Director

Hours: 08:30 – 17:00, Monday to Friday

Key Responsibilities

• Acknowledge, log, and process incoming work requests in a cloud‑based CRM system within agreed timeframes.
• Ensure all customer purchase orders, job numbers, and work orders are correctly recorded to prevent invoicing delays.
• Identify the relevant geographical response area and allocate jobs to the correct Delivery Centre.
• Liaise between customers and Delivery Centres to coordinate site attendance and meet KPI targets.
• Create and issue work orders, prepare and manage quotes, and reconcile invoices.
• Track progress of work orders, ensuring attendance, documentation, and completion details are accurate.
• Process completed job sheets promptly, arrange remedial quotations if needed, close jobs, and prepare invoices.
• Compile and produce service level reports as required.
• Maintain accurate and up-to-date records in the CRM system.

Qualifications & Skills

• Proven experience as an Administrator in a busy, fast‑paced environment.
• Strong organisational and prioritisation skills.
• Excellent written and verbal communication.
• Service desk experience is essential.
• Bookkeeping knowledge advantageous but not essential.
• Experience in the fire and security sector, or with quotes/invoicing, is beneficial.
• Demonstrates a strong customer service orientation and the ability to communicate effectively at all business levels, including senior management.

Additional Information

• This role is subject to security screening in accordance with BS7858:2004, covering the past five years.
• A three‑month probationary period applies.