Job Overview
We are seeking a motivated, organised, and detail-oriented Administrator to join our Fire & Security Operations team. The successful candidate will provide efficient administrative support across customer service, reactive works, planned preventative maintenance (PPM), and project activities.
The role will involve managing customer enquiries, processing service-related documentation, supporting engineer coordination, maintaining accurate records, and ensuring operational administration is completed accurately and within agreed timescales.
This is a varied role suited to someone with excellent organisational and communication skills, strong attention to detail, and the ability to manage multiple priorities within a fast-paced service environment. Previous experience within an administration, service coordination, or customer service role would be beneficial.
Key Responsibilities:
- Acting as the first point of contact for customer enquiries via telephone and email.
- Managing the shared Operations inbox and ensuring enquiries are actioned or allocated promptly.
- Responding to customer queries professionally and efficiently.
- Logging service requests accurately and ensuring all relevant information is recorded.
- Providing customers with updates regarding job progress, engineer attendance, and service status.
- Handling customer complaints professionally, escalating where appropriate.
- Liaising with customers, engineers, site contacts, suppliers, subcontractors, and internal teams.
- Raising and processing service jobs, maintenance visits, quotations, remedial works, and project administration.
- Processing engineer worksheets, service reports, certificates, and associated documentation.
- Maintaining accurate customer records, service histories, and compliance documentation.
- Monitoring outstanding paperwork and following up with engineers where required.
- Supporting the administration of Planned Preventative Maintenance (PPM) contracts and compliance records.
- Providing administrative support to the Operations and Engineering teams.
- Supporting the coordination of engineer activities by ensuring job information and relevant documentation are available.
- Assisting with booking appointments and confirming customer attendance where required.
- Maintaining accurate records within CRM, service management, and scheduling systems.
- Ensuring customer information, service records, and job details are kept up to date.
- Producing reports and operational information as required.
- Ensuring documentation is completed accurately and filed in accordance with company procedures.
- Supporting the team in maintaining efficient operational processes and high standards of customer service.
- Responding promptly to customer and engineer enquiries and escalating issues where appropriate.
- Supporting the achievement of service level agreements (SLAs) through effective administration and communication.
Skills & Experience:
- Strong communication skills with a professional telephone and email manner.
- Excellent organisational and time management skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong customer service focus and problem-solving ability.
- Excellent attention to detail and accuracy in data entry and record keeping.
- Competent IT skills, including Microsoft Office, particularly Outlook, Excel, and Word.
- Strong administrative skills and the ability to maintain accurate records.
- Ability to work independently and as part of a team.
- Reliable, proactive, and adaptable to changing operational demands.
Desirable:
- Previous experience in an administration or service coordination role.
- Experience within the fire & security, facilities management, engineering, construction, or service industries.
- Experience using CRM, service management, or job management systems.
- Understanding of service contracts, Planned Preventative Maintenance (PPM), and Service Level Agreements (SLAs).
- Basic knowledge of fire alarms, security systems, CCTV, access control, or other compliance-based services.
- A full UK driving licence and access to a vehicle would be advantageous due to the location of the office and limited nearby public transport links, although this is not essential for the role.
Working Hours & Location:
Monday - Friday 8am-5pm
Full Time Office based
Salary:
£23,692 - £27,768
Benefits:
- 25 Days Annual Leave + Bank Holidays, increasing to an additional day per year after 5 years service.
- Employee Assistance Program
- Company Pension
Job Type: Full-time
Pay: £23,692.00-£27,768.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Application question(s):
- Please note: To be considered for this role, all candidates are asked to complete a full application form. If you are shortlisted for the interview stage, the hiring manager will email the application form for you to complete.
Education:
- GCSE or equivalent (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
