Customer Service Administrator
Location: Birchwood, Warrington
Salary: Up to £26,000 per annum
Reporting To: Service Desk Manager
About the Role
We are seeking an organised and customer-focused Customer Service Administrator to join our client's team in Birchwood, Warrington. This is a fast-paced position responsible for planning, coordinating and monitoring field engineering activities to maximise engineer utilisation, support revenue targets and deliver exceptional customer service.
Key Responsibilities
- Schedule preventative maintenance (PPM) visits for field engineers.
- Coordinate reactive service calls, revisits and remedial works.
- Manage engineer diaries to maximise productivity, utilisation and revenue generation.
- Act as the first point of contact for customer enquiries, providing a professional and efficient service.
- Ensure all service visits are scheduled in accordance with company procedures and customer requirements.
- Monitor and manage customer SLAs, communicating proactively where targets cannot be achieved.
- Collaborate with colleagues across the wider business to support national and key account customers.
- Review and validate engineering reports and handheld device data to ensure accuracy and compliance.
- Coordinate subcontractors, ensuring work is delivered to company standards and within agreed timescales.
- Raise subcontractor purchase orders in line with company procedures.
- Arrange engineer van stock requirements when required.
- Maintain and update service management systems and databases.
- Organise engineer accommodation and travel arrangements when necessary.
- Track job completion and ensure engineer worksheets and reports are returned promptly.
- Provide accurate information to internal departments, including Accounts, to support invoicing and operational processes.
- Produce and distribute management information, including KPI reports, revenue reports and business updates.
- Support the management team with additional administrative and operational tasks as required.
Accountabilities
The successful candidate will be accountable for:
- Maximising engineering productivity and utilisation.
- Supporting daily and weekly revenue targets.
- Ensuring service requests are processed accurately and with comprehensive detail.
- Maintaining a strong commercial focus to minimise non-productive time.
- Supporting a team of approximately 10-15 field engineers within the designated business area.
Skills & Experience
Essential
- Excellent communication skills with customers, suppliers and colleagues.
- Strong customer service focus with the ability to resolve customer issues effectively.
- Ability to interpret and act upon KPI and performance data.
- Strong organisational and prioritisation skills with the ability to manage multiple tasks.
- Positive and collaborative team player.
- Confident user of Microsoft Office, including Word, Excel and Outlook.
- Calm, resilient and adaptable, with experience working within a fast-paced service environment.
Desirable
- Experience within a service coordination, scheduling or planning environment.
- Knowledge of service management systems.
- Product and parts knowledge (training will be provided).
- Understanding of quality, environmental and health & safety standards including:
- ISO 9001
- ISO 14001
- ISO 45001
- BAFE SP203
- NSI Gold
- LPS 1014 (BRE)
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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Customer Service Administrator in Nottingham employer: Adecco
Our client in Worthing is an excellent employer, offering a supportive work culture that values teamwork and individual contributions. With competitive pay and flexible hours, employees enjoy a balanced work-life dynamic while having access to growth opportunities within the manufacturing sector. This role as a Kitting Operative not only provides meaningful work but also allows you to be part of a respected organisation committed to excellence.
