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.
- Other info: Dynamic work environment with opportunities for career growth and development.
- 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.
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
Referrals increase your chances of interviewing at FAFS Fire & Security by 2x
Get notified about new Service Desk Administrator jobs in Chessington, England, United Kingdom.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Service Desk Administrator in City of London employer: FAFS Fire & Security
At FAFS Fire & Security, we pride ourselves on being an exceptional employer that prioritises safety, innovation, and career growth. Our supportive work culture fosters employee development through tailored opportunities and competitive remuneration packages, ensuring that every team member can make a meaningful impact while enjoying a comfortable work-life balance. Join us to be part of a dynamic team that values your skills and ambitions, offering you the chance to thrive in the fire and security industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Administrator in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FAFS Fire & Security. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FAFS Fire & Security before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Administrator in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FAFS Fire & Security:Your cover letter is your chance to shine! Tell us why you want to work at FAFS Fire & Security specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FAFS Fire & Security!
How to prepare for a job interview at FAFS Fire & Security
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
