Role Overview:
Pulse Fitness is looking for a highly organised and customer-focused administrator to support the delivery of our Ministry of Defence fitness equipment service contracts.
This is a varied and responsible position at the centre of the MOD service operation. You will act as a key point of contact for MOD sites, service personnel, engineers, and internal departments, ensuring that service requests are recorded accurately, allocated promptly and managed through to completion in line with contractual response times and Pulse Fitness procedures.
The role also supports equipment records, preventative maintenance scheduling, parts requirements, quotations, contract renewals, invoicing, and customer communication.
Main Duties & Responsibilities
- Act as a key point of contact for MOD service, repair and maintenance enquiries received by telephone, email and the MOD service portal.
- Respond to MOD personnel professionally and provide clear updates on engineer attendance, parts availability, outstanding repairs and expected completion dates.
- Accurately log service requests against the correct MOD site, equipment record, model and serial number, capturing fault details, photographs, asset information and site-access requirements.
- Confirm whether equipment is covered by warranty or service contract, or whether a chargeable quotation is required.
- Maintain accurate and up-to-date customer, site, asset, contract and service-job information within Sicon, CRM and associated MOD service systems.
- Allocate reactive repairs and preventative maintenance visits to engineers, coordinate diaries and confirm site contacts, access arrangements and security requirements.
- Monitor open jobs and contractual response times, following up on work that has not been attended or completed and escalating risks where necessary.
- Coordinate approved third-party service providers and support the administration of UK and overseas MOD service visits when required.
- Review completed engineer job sheets for accuracy and completeness, return incomplete paperwork for correction and close completed jobs correctly on the system.
- Identify and manage jobs requiring a return visit, additional parts, technical support, a quotation or further investigation, ensuring outstanding actions are followed through to completion.
- Process parts requirements using equipment manuals, exploded diagrams, parts lists and previous service records, and monitor outstanding parts that may affect completion times.
- Prepare accurate service, repair, parts and contract quotations, obtain purchase-order information and support chargeable-job processing, invoicing and invoice queries.
- Review MOD equipment approaching the end of its warranty or service-contract period and assist with renewal proposals.
- Maintain planned preventative maintenance records and support contract reviews, customer meetings, tender submissions and service-performance reporting.
- Store and archive service documentation correctly, maintain confidentiality and work in accordance with Pulse Fitness procedures, ISO 9001 and health and safety requirements.
What We Are Looking For
- Previous experience in administration, customer service, scheduling, or a similar coordination role.
- Excellent written and verbal communication skills, with confidence handling telephone calls, emails and customer enquiries.
- Strong organisational and prioritisation skills, with the ability to manage multiple jobs, deadlines and customer requirements.
- A high level of accuracy when entering and maintaining customer, equipment and service information.
- Good general computer skills, including Microsoft Outlook, Word and Excel, together with experience using service-management or business systems.
- The ability to remain calm and professional when dealing with urgent issues or demanding customers.
- Good judgement, a proactive approach and an understanding of when an issue should be escalated.
- The ability to work independently while contributing effectively as part of a wider team.
- The discretion and professionalism required to handle MOD, customer and commercially sensitive information.
Desirable Experience
- Coordinating field service engineers.
- Working with service-level agreements or contractual response times.
- Using Sage 200, Sicon or a comparable service-management system.
- Producing customer quotations, service reports or invoice information.
- Working with equipment asset registers, model numbers and serial numbers.
- Supporting preventative maintenance programmes, purchase orders or service-contract renewals.
- A basic technical understanding of commercial fitness equipment, or a willingness to develop this knowledge.
Personal Qualities
The successful candidate will be professional, dependable and customer focused. You will be highly organised and methodical, comfortable taking ownership of issues, attentive to detail and proactive in identifying delays, missing information and potential service problems. You will communicate confidently with people at different levels and be willing to support the wider team when operational demands require it.
Pay: £25,759.50 per year
Benefits:
- Free parking
- Gym membership
Work Location: In person
