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For Companies At a Glance
- Tasks: Coordinate service operations and manage customer requests from start to finish.
- Company: Join FAFS Fire & Security, a dedicated team in fire safety solutions.
- Benefits: Earn up to £30,000, enjoy generous leave, and access mental health support.
- Why this job: Be the vital link between customers and engineers, making a real difference.
- Qualifications: Experience in scheduling or administration, with strong communication skills.
- Other info: Dynamic work environment with opportunities for career growth and development.
The predicted salary is between 24000 - 36000 £ per year.
Overview
Service Administrator – Chessington
FAFS Fire & Security specialise in designing, installing, commissioning and servicing automatic Fire Detection, Protection and Alarm Systems in and around Greater London. We are currently looking to appoint a new Service Desk Administrator to be based out of our Head Office in Chessington, Surrey.
Basic Salary – upto £30,000 per annum subject to experience
Pension, Life Assurance & much more. – Please see our generous remuneration packages below
Responsibilities
The Service Administrator will be responsible for ensuring the smooth coordination of our service operations by managing the full lifecycle of customer service requests — from initial contact to job completion and invoicing. The Service Administrator will handle scheduling and dispatching of field engineers, maintain up-to-date service records, manage compliance documentation, and act as a central communication point between customers, engineers, and internal departments.
- Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs, and service calls
- Prioritize service requests based on urgency, compliance requirements, and engineer availability
- Monitor engineer workload and adjust scheduling to ensure timely and efficient service delivery
- Serve as the primary point of contact for incoming service inquiries via phone, email, and online portals
- Provide updates to customers on appointment times, job status, and follow-up actions
- Resolve customer concerns professionally and escalate issues to management when necessary
- Collaborate with field engineers, service manager, and service teams to align on timelines and priorities
- Participate in internal meetings to review service backlogs, customer feedback, and process improvements
- Provide administrative support to the service department as needed
Requirements
Who We\’re Looking For
FAFS Fire & Security recognise that our exemplary service can only be maintained by compliance to and the surpassing of British and European Standards which can only be effected through the continuous professional development of all team members. Therefore, in addition to having all the usual attributes of a great FAFS Fire & Security employee, such as a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team, for this specific opportunity, we are looking for candidates who also offer:
- Proven experience in a coordination, scheduling, or service administration role—preferably within an engineering, maintenance, or field service environment
- Exceptional organisational and time-management skills, with the ability to manage multiple priorities and adapt quickly to changing demands
- Strong communication and interpersonal abilities, with a confident and professional telephone manner and the ability to liaise effectively with both customers and colleagues
- Customer-focused mindset, able to deliver outstanding service while maintaining composure under pressure
- Problem-solving capability, with the initiative to make informed decisions and escalate issues appropriately when required
- Excellent attention to detail and accuracy when scheduling, recording information, and managing documentation
- Proficient in Microsoft Office applications (Excel, Word, Outlook) and experienced in using service management or scheduling software
- Analytical thinking skills, able to assess workload, engineer availability, and service priorities to ensure efficient scheduling
- Collaborative approach, comfortable working cross-functionally with engineers, service managers, and internal teams to support operational goals
- Professional written communication skills, with the ability to draft clear customer updates and internal correspondence
- Positive, proactive, and adaptable attitude, with a commitment to continuous improvement and high standards of service delivery
Benefits
How we Attract, Reward & Retain Our Employees
At FAFS Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable.
- Competitive Salary – upto £30,000 per annum, reflecting your experience and contribution.
- Royal London Pension Scheme – helping you build a secure financial future.
- Life Assurance – 4x your annual salary, giving you and your family peace of mind.
- Generous Annual Leave – 22 days paid holiday plus all Bank Holidays.
- Employee Referral Bonus – earn up to £1,000 for every successful referral, with no limits.
- Mental Health & Wellbeing Support – access to dedicated resources to help you thrive both personally and professionally.
- Employee Recognition Scheme – celebrating and rewarding your hard work and achievements.
- Career Development & Progression – ongoing training and opportunities to grow within the business
About FAFS Fire & Security
We are a small, regionally focused business which gifts our clients a bespoke and reactive service with undivided attention & dedication. However, we have the added luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry.
Big enough to provide but small enough to care.
Our Business Include:
- FAFS Fire & Security fafsfireandsecurity.com
- Marlowe Kitchen Fire Suppression marlowekitchenfiresuppression.com
- Alarm Communications acl.uk.com
- Clymac clymac.co.uk
- Morgan Fire Protection morganfire.co.uk
- Marlowe Smoke Control marlowe-aov.co.uk
- Marlowe Fire & Security marlowefireandsecurity.com
Equal Opportunities
We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.
Right to Work
Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.
Seniorities and Employment Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Administrative
- Industries: IT Services and IT Consulting
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Service Desk Administrator employer: Fafs Fire & Security
Contact Detail:
Fafs Fire & Security Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Administrator
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues to let them know you're on the hunt for a Service Desk Administrator role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching FAFS Fire & Security and understanding their services. This will help you tailor your answers and show that you're genuinely interested in the company and the role.
✨Tip Number 3
Practice your communication skills! As a Service Desk Administrator, you'll need to be clear and professional. Try mock interviews with friends or use online resources to refine your approach.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the FAFS Fire & Security team.
We think you need these skills to ace Service Desk Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Administrator role. Highlight your experience in coordination and scheduling, especially if it's within an engineering or service environment. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team at FAFS Fire & Security. Share specific examples of how you've handled customer service inquiries or managed multiple priorities in the past.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your strong communication skills. Keep it professional but friendly, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Fafs Fire & Security
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Administrator. Familiarise yourself with the key tasks like scheduling engineers and managing service requests. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Show Off Your Organisational Skills
Since this role requires exceptional organisational abilities, be prepared to discuss how you've successfully managed multiple priorities in the past. Bring examples of how you've handled scheduling or coordination tasks, especially in a fast-paced environment, to illustrate your skills.
✨Communicate Like a Pro
Strong communication is crucial for this position. Practice articulating your thoughts clearly and confidently. You might even want to role-play common customer scenarios with a friend to refine your telephone manner and ensure you can handle inquiries professionally.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving capabilities. Think of specific instances where you've had to make quick decisions or resolve issues under pressure. Highlight your analytical thinking and how you prioritised tasks to ensure efficient service delivery.