Service Administrator High Wycombe
Job description
Avaliable Job Today Service Administrator
Salary will depend on experience and can be discussed during the interview process.
High Wycombe
The Service Administrator will work as part of a team, to ensure all support functions are carried out to service and maintain client’s security systems. At times the service administrator may also provide support to other departments.
The role requires a great deal of initiative and autonomy.
These duties will include all or part of the following:
Customer Calls
Reacting to client ‘call out’ requests. Log these onto the Service Administration software package (Alarm Master), ensure these calls are closed off accurately & efficiently with all relevant dates and times correctly received from engineers and recorded. Action any remedial or follow up visits and deal with any equipment requirements. Make sure that clients have copies of the service reports.
Client Reports.
Monthly Alarm master client reports, tasks include exporting the callout data from alarm master to create corrective call lists per month and applying this data from pivot tables creating line and bar charts using pivotable tools in excel and adding these charts to Power Point.
Contract List
Engineers to have the latest contract list. 4hour response clients to be clearly indicated with CS numbers where there is a Policed response active
PPM List
Scheduled PPM visits for at least six months ahead at any time and have these distributed to the regional teams. Please note PPM’s are generally coordinated by one admin team member however in her absence you may be called upon to provide support.
NACOSS /Regulations
Monthly reports to be printed, saved and actioned. IDS systems false alarm rate report, response to Policed alarm systems, PPM reports. Keep abreast of the latest regulations.
Other Reports
Weekly report of invoicing status, number of calls attended, PPM status (%), Monthly ‘Won/Lost’ report, Invoicing, Forecast of contract renewals and chargeables.
Chargeable Calls
Check all these type of call outs are being invoiced and chased where applicable.
Invoicing
Maintain a real time list of the current invoicing, including credits issued. Invoice or Pro-Forma at least one month ahead of any renewals. Monitor incoming payments and react accordingly. Please note invoicing is generally carried out by one service administrator, however we would expect that you can carry out this task as a supporting role should we require it at any time.
Contract renewals
Reported from the database, sent out well in advance and chased nearer the renewal date. Perform checks to ensure that the database is accurate whilst resolving and actioning renewals
New Projects
Add new installations and clients to the database. Confirm contract type provided. Offer contract if not sold originally. Arrange visits where required to survey new sites with installation teams if appropriate.
Vehicle Stock
List standard recommended stock to be held at any time. Chase returns for repair or replacement from engineers. Provide mechanism to engineers to add or reduce their stock holding depending upon their client base, area, or historical usage. Keep spare vehicle adequately stocked.
Planning
Conduct weekly calls to coordinate regional teams and interface with installation teams.
Training
Booking and coordination of any engineer training requirements ensuring any training certificates/records are recorded and saved in the correct location.
Call Out Rota
Maintain the call out rota with effective cover for each area, together with an escalation process including other team members, more senior engineers and the technical team. Resolve and agree the Christmas rota by end of October latest. Ensure that other holiday periods are covered adequately.
Quotes
From either reactive calls or PPM visits, or from client requests, follow up to provide quotes or facilitate that quotes are sent out for remedial works, recommendations or requests. Generally small quotes for service orientated works via the service team. Larger or installation works via the Sales or Project teams. Log these quotes centrally to enable real time reporting and visibility of status.
Test Equipment and Health & Safety tools to be recorded and maintained.
Engineer training records to be maintained and training to be arranged where required with manufacturers or internally.
Data Protection
Comply with all company GDPR and ISO27001 procedures and obligations and ensure that those reporting to you do the same.
Job Types: Full-time, Permanent
Salary: £17,364.48-£24,854.50 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- High Wycombe: reliably commute or plan to relocate before starting work (required)
Work Location: In person
