Service Administration Support

Wessex Fire & Security are one of Dorset’s leading, well-established Fire and Security companies who are now part of the andwis group of companies, and we have a fantastic new opportunity for someone looking to develop, expand their skills, and take on an exciting new challenge….

We are looking for administration support in our well founded and thriving Service team. The role is a fixed term position for a minimum 12 months to support maternity cover with the opportunity to discuss possible full time extension at such a stage. The role is based at our head office in Shaftesbury, where you will be part of a larger team assisting with a range of tasks.

Whilst reporting to the team leader, the role will involve communicating with the wider company, liaising with field engineers and our customer base daily, and also working with our wider installation and sales teams where necessary to ensure we deliver and meet our clients’ expectations. The role has a real variety of tasks and no two days are the same keeping the role interesting and different whilst learning new skills to ensure the smooth operation and compliance of the service department.

The nature of this role requires a focused and motivated individual with good attention to detail and the ability to multitask with a great can-do attitude.

Could this be you? If so, we would love to hear from you!

Key Responsibilities:

To be a front face and point of contact for the department, alongside other team members, for the following tasks;

· Completing the input and audit of weekly engineer timesheets and expenses ensuring correct allocation of hours and costs against correct jobs and finalising any reports to be sent to payroll by deadline dates each week.

· Conducting the contract letters and bookings for two of our largest contracts ensuring we meet our contract SLA’s and are remaining compliant whilst offering detailed and excellent customer service to support our co-ordination teams.

· Use our digital logbook platform to upload contract and site information issued from recent engineer services so future data and compliance is logged and available to both client and future visiting engineers.

· Ensure engineering reports and documentation are processed and completed in a timely manner.

· Manage, process, and deliver the engineer weekly parts to collect emails so we attend with correct parts on the correct dates and achieve our continued 1st time fix rates for clients.

· Be responsible for attending monthly key account and health and safety meetings and recording detailed minutes and actions to support the service manager and managing director with ongoing contract performance and compliance.

· Allocate, process, and complete works orders to include raising and collecting purchase orders and sending invoices where required to maintain cashflow and WIP management.

· Updating of customer details, accounts, and systems to maintain compliance and accuracy for the customers we support.

· Set up customers’ accounts and files where needed as the client base expands and grows.

· Manage, process, and cost alarm fob sales and delivery.

· Assist the Managing Director and wider team with internal marketing ideas and communications including monthly newsletters.

· Be a point of contact between the service & maintenance department and our wider business.

· Assist with a wider range of co-ordination and administration tasks as required to deliver compliance and excellence to the department including post runs, filing, database updates.

· Manage the phone system when required.

· Provide unrivalled customer service on all fronts delivering frontline support to our customer base on a range of our contracts and services.

· Attend in house and external training courses when required.

Essential Competencies:

· Background knowledge in a service orientated industry role advantageous.

· Strong administration and Microsoft Office knowledge.

· Good all round knowledge and ability of customer support.

· A can do attitude and the ability to promote the company’s core values.

· Strong organisational ability and processes to complete day to day tasks.

· Approachable, professional, and present the company image at all times.

· Ability to deliver and maintain exceptional customer service across our customer base.

· Ability to self-sufficiently manage workflow and have an exceptional eye for detail when conducting all works.

· Strong computer skills with Microsoft Excel, Word, PowerPoint, and Outlook essential.

· Be approachable and informative to all customers and colleagues to deliver customer excellence.

· Excellent customer service skills

Remuneration:

· 25 days holiday plus bank holidays

· BUPA Medical Insurance

· Comprehensive Accident and Sickness Insurance

· Comprehensive Life Assurance

· Auto-Enrolment Pension

· Free parking

· Company Laptop

· Company events and days

• 13.45 per hour

All subject to qualifying periods of employment and Conditions of Contract.