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- 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 commercial catering equipment sector.
- 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: Strong 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.
Service Administrator required for a well-established client of ours.
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) employer: Connections The Recruitment Specialists Limited
Contact Detail:
Connections The Recruitment Specialists Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Administrator (Service Helpdesk)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the family business and its values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling customer calls, it’s crucial to sound confident and friendly. Try role-playing with a friend to get comfortable with common scenarios you might face on the job.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you prioritise tasks and manage your workload. Maybe even share a story about a time you juggled multiple responsibilities successfully.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Administrator (Service Helpdesk)
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about being the first point of contact, make sure your written application highlights your excellent communication skills. Use clear and friendly language to demonstrate how you can connect with customers and colleagues alike.
Tailor Your Experience: Take a moment to align your previous experience with the responsibilities listed in the job description. If you've handled service requests or liaised with teams before, let us know! Personalising your application shows us you're genuinely interested.
Be Proactive: In your application, mention any instances where you took the initiative to solve problems or improve processes. This role requires a proactive approach, so we want to see that you can own tasks from start to finish.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Connections The Recruitment Specialists Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the responsibilities of a Service Administrator and think about how your skills align with them. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
As this role involves a lot of customer interaction, be prepared to demonstrate your excellent communication skills. Practice answering common interview questions clearly and concisely. You might even want to role-play with a friend to get comfortable with handling customer queries and providing updates.
✨Highlight Your IT Proficiency
Since good IT skills are essential for this position, be ready to discuss your experience with software like Excel, Word, and Outlook. If you've used any service packages like Red Zebra or Call 2 Field, mention those too. If not, express your willingness to learn quickly!
✨Prepare Questions to Ask
Interviews are a two-way street, so prepare some thoughtful questions to ask your interviewer. Inquire about the team dynamics, the company's approach to customer service, or how they measure success in the role. This shows your enthusiasm and helps you determine if the company is the right fit for you.
