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For Companies At a Glance
- Tasks: Be the first point of contact for service requests and ensure top-notch customer support.
- Company: Join a rapidly growing family business in the catering equipment industry.
- Benefits: Enjoy a competitive salary, 28 days holiday, and an employee wellness package.
- Why this job: Make a real difference by helping customers and coordinating service solutions.
- Qualifications: Excellent communication skills and a friendly, professional attitude are essential.
- Other info: Flexible working hours with opportunities for growth and development.
The predicted salary is between 26000 - 27000 £ per year.
Main Role
Working for a rapidly growing family business, servicing & installing commercial catering equipment. Your main role will be to act as the first point of contact, coordinating a range of service requests, responding to customer issues via email or phone. Ensuring the customer receives the best possible service when logging service calls. In addition to logging the calls, you will act as customer liaison providing updates on the progression of their call. You will also be required to liaise with internal departments to ensure the smooth resolution of any issues. This role involves pro‑active communication with field engineers, customers, and suppliers, owning all calls from the moment they are logged until completion.
Main Responsibilities
- Act as a key central point for the receipt and resolution of all machine faults.
- Log all machine faults and schedule the relevant machine visit with a Service Engineer.
- Follow the correct procedure for the reporting of machine faults to any 3rd party suppliers.
- Schedule visits by Service Engineers, based on locality, availability of engineer, and fault (customer) type/priority.
- Make outbound calls and take inbound calls to/from the Service Engineers to schedule their daily machine visits.
- Log and categorise the machine faults identified.
- Quote for further works required on service calls.
- Order parts and equipment using our internal purchase ordering system.
- Ensure all non-service-related calls from customers are promptly identified and logged appropriately and this information passed to the correct person/department manager for attention e.g., complaint, customer requirement for stock, sales, billing query.
- Log all Service Engineer visits to customer sites for routine servicing and maintenance agreements.
- Assist with any Customer Care Projects that might be introduced.
- To be aware of any Service Department SLA’s (service level agreements) to fix machine faults.
- To perform any other duties, appropriate to the grade and role of the post holder.
- Liaise with management and other departments as necessary.
- To cover department leave and absence when required.
Essential Skills & Experience
- You must be confident in your approach with a friendly manner.
- Highly professional with excellent customer service skills.
- Excellent telephone manner.
- Excellent communicator both orally and written.
- The ability to prioritise your workload is essential.
- Flexible with a “can do” attitude.
- Good IT skills especially Excel, Word, and Outlook.
- Experience of Red Zebra / Call 2 Field service packages would be an advantage, but not essential as training will be provided.
- Must be confident to work individually and as part of a team.
- Experience in a similar role would be desirable but not essential.
- A minimum admin experience of at least 3 years.
Full Time, Permanent (Mon-Fri 9.00am – 5.00pm)
Salary: £26,000 - £27,000 per annum - Negotiable dependant on experience
Benefits: Uniform, 28 holidays inc Bank hols, full EWP (employee wellness package), on site parking.
Administrator (Service Helpdesk) in Manchester employer: Connections Recruitment
Contact Detail:
Connections Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Administrator (Service Helpdesk) in Manchester
✨Tip Number 1
Get to know the company! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. Since this role is all about liaising with customers and engineers, make sure you can articulate your thoughts clearly and confidently, whether it's over the phone or in person.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our team.
We think you need these skills to ace Administrator (Service Helpdesk) in Manchester
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've handled customer issues in the past, so share specific examples that demonstrate your friendly and professional approach.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences. Avoid fluff and focus on what makes you a great fit for the role.
Tailor Your Application: Take a moment to tailor your application to our job description. Use keywords from the listing to show us that you understand the role and how your experience aligns with what we’re looking for. It’ll make your application stand out!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important details about the role or our company.
How to prepare for a job interview at Connections Recruitment
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the responsibilities and skills required for the Administrator (Service Helpdesk) position. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, be prepared to demonstrate your excellent communication skills. Practice answering common interview questions clearly and confidently, and think of examples where you've successfully resolved customer issues in the past.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about times when you had to prioritise tasks or handle difficult customers. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and the company. You might ask about the team dynamics, the training process for new hires, or how success is measured in the role. It’s a great way to leave a positive impression.
