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- Tasks: Coordinate service operations, manage customer communications, and support the service team.
- Company: FAFS Fire & Security designs and services fire detection and alarm systems in Greater London.
- Benefits: Enjoy a £28,000 salary, pension, life assurance, 22 days holiday, and mental health support.
- Why this job: Join a supportive team focused on professional development and exceptional customer service.
- Qualifications: Strong organisational skills, communication abilities, and proficiency in Microsoft Office are essential.
- Other info: This is a trainee role; no prior experience required, just a positive attitude!
The predicted salary is between 24000 - 32000 £ per year.
OverviewService 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
ResponsibilitiesThe 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
RequirementsWho 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
BenefitsHow 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 & SecurityWe 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 OpportunitiesWe 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 WorkRegrettably, 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
Familiarise yourself with the specific software and tools mentioned in the job description, particularly service management software and Microsoft Office Suite. Being able to demonstrate your proficiency in these areas during the interview can set you apart from other candidates.
✨Tip Number 2
Prepare for the verbal reasoning assessment by practising similar tests online. This will help you feel more confident and perform better, showcasing your communication skills effectively.
✨Tip Number 3
Research FAFS Fire & Security and understand their values and services. Being knowledgeable about the company will allow you to tailor your responses in the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Highlight any previous experience where you've had to manage multiple tasks or coordinate schedules. Use specific examples to illustrate your organisational skills and ability to work under pressure, which are crucial for this role.
We think you need these skills to ace Service Desk Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the Service Desk Administrator role. Emphasise your organisational abilities, communication skills, and any experience with Microsoft Office Suite or service management software.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention specific attributes they are looking for, such as multitasking abilities and a customer-focused attitude, and provide examples of how you embody these traits.
Highlight Relevant Experience: Even if you lack direct administrative experience, include any relevant roles or responsibilities that demonstrate your ability to manage tasks, communicate effectively, and work in a team. This could be from previous jobs, internships, or volunteer work.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role of Service Desk Administrator.
How to prepare for a job interview at Fafs Fire & Security
✨Showcase Your Organisational Skills
As a Service Desk Administrator, you'll need to demonstrate strong organisational abilities. Prepare examples from your past experiences where you successfully managed multiple tasks or projects simultaneously, highlighting how you prioritised and kept everything on track.
✨Communicate Clearly and Professionally
Excellent communication skills are crucial for this role. During the interview, practice articulating your thoughts clearly and professionally. Be ready to discuss how you've handled customer inquiries or complaints in the past, showcasing your ability to maintain a positive, customer-focused attitude.
✨Familiarise Yourself with Microsoft Office Suite
Proficiency in Microsoft Office is essential for this position. Brush up on your skills in Word, Excel, and Outlook before the interview. You might be asked about your experience with these tools, so be prepared to discuss how you've used them in previous roles or projects.
✨Demonstrate Problem-Solving Abilities
The role requires strong problem-solving skills. Think of specific instances where you've encountered challenges and how you resolved them. Be ready to share these examples during the interview to illustrate your ability to think critically and find effective solutions.