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- Tasks: Coordinate service operations and manage customer requests in a dynamic environment.
- Company: Join FAFS Fire & Security, a dedicated team in fire safety solutions.
- Benefits: Enjoy competitive salary, generous leave, and mental health support.
- Why this job: Make a real difference in fire safety while developing your career.
- Qualifications: Experience in administration with strong communication and organisational skills.
- Other info: Be part of a supportive team focused on continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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.
We are seeking a highly organized, proactive, and detail-oriented Service Administrator to join our fire alarm service team. This key role is 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.
The ideal candidate will have a background in administrative support within a technical or service-driven environment, excellent communication and problem-solving skills, and a level of proficiency with service management and scheduling systems. This role requires the ability to juggle multiple priorities, maintain exceptional accuracy in data entry and reporting, and deliver outstanding customer service in a fast-paced, compliance-driven environment.
Responsibilities
- 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
- 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
- Competitive Salary
- 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.
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.
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
Get to know the company! Research FAFS Fire & Security and understand their values, services, and culture. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
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 3
Prepare for the interview by practising common questions related to service administration. Think about how your skills match the job description and be ready to share specific examples from your experience.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Administrator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in coordination and scheduling, especially in a service-driven environment. We want to see how your skills align with the role of Service Desk Administrator!
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your excellent written and verbal communication skills in your application. Use clear and professional language to reflect the tone we value at FAFS Fire & Security.
Highlight Your Organisational Skills: We’re looking for someone who can juggle multiple priorities, so don’t forget to mention any relevant experience that showcases your organisational prowess. Give us examples of how you’ve managed schedules or handled customer requests efficiently.
Apply Through Our Website: To make sure your application gets to us directly, please apply through our website. It’s the best way for us to keep track of your application and ensure it reaches the right people!
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 highlight your skills.
✨Communicate Like a Pro
Effective communication is crucial for this position. Practice articulating your thoughts clearly and confidently, especially when discussing customer service scenarios. You might even want to role-play common customer interactions to showcase your professional telephone manner.
✨Demonstrate Problem-Solving Skills
Be ready to share specific examples of how you've tackled challenges in previous roles. Think about situations where you had to make quick decisions or resolve customer concerns. This will illustrate your proactive approach and ability to handle pressure, which are key traits for a Service Desk Administrator.