Service Support Administrator

Position Summary: We are looking for an organised, proactive and customer-focused Service Support Administrator to join our busy service team. The role will provide essential administrative and coordination support to ensure service activities are managed efficiently, customers receive a high level of service, and engineers have the information and support they need to complete their work effectively.

This is a varied role that requires excellent attention to detail, strong communication skills and the ability to manage multiple priorities in a busy environment.

Key Responsibilities

• Provide day-to-day administrative support to the Service Department.
• Coordinate and schedule engineer visits, ensuring jobs are planned efficiently and customers are kept informed.
• Process service requests, call-outs and engineer bookings accurately and promptly.
• Liaise with customers by telephone and email to arrange appointments, provide updates and resolve queries.
• Raise and manage service jobs, ensuring all relevant information is recorded accurately on the company systems.
• Monitor outstanding service jobs and follow up with engineers and customers where required.
• Prepare and process quotations, purchase orders, invoices and other service-related documentation.
• Ensure engineer reports, timesheets and job completion information are received and processed correctly.
• Assist with contract administration, including monitoring contract requirements and completion of planned works.
• Maintain accurate customer and equipment records.
• Work closely with engineers, service managers, sales teams and other departments to ensure a smooth service delivery.
• Identify and escalate any issues that may affect customer service, engineer availability or job completion.
• Assist with managing customer accounts and ensuring outstanding actions are followed up.
• Support the wider administration team during busy periods and provide cover where required.
• Ensure all work is completed accurately and in line with company processes and procedures.

Skills & Experience

• Previous administration or customer service experience, ideally within a service, engineering or technical environment.
• Excellent organisational skills with the ability to manage multiple tasks and competing priorities.
• Strong attention to detail and a high level of accuracy.
• Confident communicating with customers, engineers and internal teams.
• Good telephone and email communication skills.
• Strong IT skills and confidence using Microsoft Office and business systems.
• Ability to work independently while also being a strong team player.
• Ability to remain calm and professional in a busy environment.
• A proactive approach with a willingness to identify issues and find solutions.
• Experience of scheduling, job management or service administration would be advantageous.

Personal Attributes

The successful candidate will be:

• Highly organised and reliable.
• Customer-focused and professional.
• Proactive and willing to take ownership.
• Flexible and able to adapt to changing priorities.
• A clear and confident communicator.
• Comfortable working in a fast-paced environment.
• Positive, approachable and a strong team player.