Secure Horizon is a purpose-driven organisation seeking a motivated Administrator to join our growing team in Birmingham on a permanent, full-time office-based basis. This role offers a competitive salary of £26,500 alongside an attractive benefits package.
As part of our team, you will support the delivery of target hardening solutions and fitting services across a broad range of contracts for councils and Police Forces nationwide. Secure Horizon is a rapidly expanding company that values professional growth and development, with clear opportunities for training and career progression. Our commitment to internal development is reflected in the fact that 60% of our management team have progressed from other roles within the business.
Summary of the role:
To provide efficient administrative and scheduling support to the operations team by coordinating engineer workloads, managing customer communications, and ensuring jobs are scheduled, completed, and processed accurately. The role is responsible for maintaining high levels of customer service, supporting engineers with effective diary management, and ensuring company systems and records are kept up to date in line with company procedures and performance standards.
Overview of key responsibilities:
- Scheduling and coordinating engineer appointments efficiently to maximise productivity and service delivery.
- Managing engineers’ daily diaries and allocating jobs in line with contractual KPIs and operational requirements.
- Monitoring job progress and adjusting schedules to accommodate urgent works or changes in priorities.
- Acting as a key point of contact for engineers, customers, and management to ensure clear communication and smooth service delivery.
- Responding professionally to inbound telephone calls and emails, managing customer enquiries and resolving issues promptly.
- Accurately maintaining customer referrals, job details, and scheduling information within the company CRM system.
- Updating job notes, audit trails, and internal systems in line with company procedures and compliance standards.
- Producing and processing documentation, reports, invoices, and correspondence accurately and within required timescales.
- Supporting engineers with invoicing queries and stock discrepancies to ensure accurate job completion and invoice submission.
- Contributing to continuous improvement initiatives and maintaining a professional, collaborative working environment.
- Handling sensitive and confidential information responsibly while adhering to company procedures and service standards.
- Escalating any operational issues, concerns, or queries to management in a timely manner.
Key Skills & Competencies
- Excellent organisational and time management skills.
- Strong communication skills, both verbal and written.
- Ability to prioritise and manage multiple tasks in a fast-paced environment.
- Strong customer service and interpersonal skills.
- High attention to detail and accuracy in data entry and administration.
- Problem-solving ability with a proactive and flexible approach.
- Ability to work independently and as part of a team.
- Good IT and system skills, including Microsoft Office applications.
- Ability to remain calm and professional under pressure.
- Strong coordination and diary management skills
Qualifications:
Essential
- Previous experience in an administrative, scheduling, or customer service role.
- Experience using scheduling systems or CRM/job management software.
- Competent in Microsoft Office, including Outlook, Word, and Excel
- GCSEs (or equivalent) in English and Maths
Desirable
- Experience working within an engineering, facilities management, maintenance, or service-based environment.
- Knowledge of invoicing and job management processes.
- Experience working to KPIs or service level agreements (SLAs).
What can we offer you?
On offer is a competitive salary and benefits package, which includes:
- Additional annual leave entitlement with holiday accrual of up to 5 extra days after one year of service, plus public holidays
- Two fully funded company events each year
- Employee of the Month and Employee of the Year recognition awards
- Holiday purchase scheme
- Two paid volunteering days per year
- Company Pension
- Group Life Assurance
- Eye test and contribution towards glasses
- Ongoing training and development programmes
- Employee Assistance Programme
- Access to perks and discounts through our wellbeing apps
- And many more employee benefits
Job Type: Full-time
Pay: £26,500.00 per year
Benefits:
- Company events
- Company pension
Experience:
- Customer service: 1 year (required)
- Administrative: 1 year (required)
Language:
Work Location: In person
