Service Support Administrator (Part-Time)
Pay: £17,000.00-£18,000.00 per year
Job Description:
COMPANY OVERVIEW
Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.
Role Summary
Reporting to the Service Support Lead, the Service support admin is responsible for invoicing and reactive work order closures.
The role provides oversight of invoicing, credit note governance, Free of Charge activity, parts coordination, operational audits, reporting and service administration processes. Working across Reactive, Priority Accounts and Engineering teams, the Service Support admin ensures operational standards are maintained, revenue is protected and service processes are delivered consistently.
MAIN RESPONSIBILITIES
The Service Support admin ensures the controls behind our service operation are effective and consistent.
They provide the controls, reporting and support mechanisms that enable teams to make informed decisions, maintain high standards and deliver consistent customer outcomes.
They help ensure customers receive the right parts, work orders are completed and invoiced promptly, service failures are identified and addressed, and operational teams have the support and information they need to deliver excellent customer outcomes.
Duties
- Support the work order closure and invoicing process, ensuring completed work is reviewed, closed and invoiced accurately and within agreed timescales.
- Monitor invoicing backlogs and outstanding work orders, identifying delays and coordinating actions to improve cash collection and customer communication.
- Own parts coordination activity across the Reactive department, working closely with Stores and Engineering teams to ensure parts availability supports work order completion
- Monitor outstanding parts orders and proactively manage delays that could impact service delivery, customer satisfaction or work order completion.
- Support delivery of small works targets through overflow booking activity, reporting and operational coordination.
Skills
Ownership and accountability
Analytical thinking
Confidence to challenge constructively
Problem solving
Proactive communication
Key Performance Measures
Work order closure within SLA
Invoice completion and timeliness
Credit Note value and trend reduction
Free of Charge value and trend reduction
Parts availability and fulfilment
Aged work order reduction
Operational audit compliance
Hours and other details about the job:
This is an office-based part-time role (21 hours) we are flexible on how those hours are split across the week. The only requirement is minimum 5 hours on Monday, flexibility to manage any task in hand.
NSSA Security Screening is required for this role.
Job Types: Part-time, Permanent
- Pension
- Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
- BUPA employee assistance program
- Career progression opportunities
- Company sick pay
- Rewards & recognition programmes
- Ongoing training
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- On-site parking
- Referral programme
- Do you live in or close to Orpington?
- Are you working with Controllers, Engineers, Technical Support and other operational teams
Education:
- GCSE or equivalent (preferred)
Experience:
- Working in a reactive busy environment: 2 years (preferred)
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