Service and Repair Administrator

As a Service and Maintenance Administrator, you will be responsible for managing planned and preventative maintenance for gas boiler and heat pump service contracts, as well as overseeing warranty and ad hoc maintenance requirements for existing clients. This role involves coordinating maintenance activities, developing new business relationships, and expanding residential service contracts in the heating and renewable energy industry.

The ideal candidate will have service & maintenance administration experience within the construction sector as well as strong organisation and communication skills. The role will be based at our office location in Stockton-on-Tees and manage all requirements for new and existing B2B/B2C clients throughout Northeast England.

Objectives of this Role

Ensure efficient management of all planned and preventative maintenance for gas boiler and heat pump service contracts

Oversee warranty requirements for existing clients

Develop new relationships with property management companies and letting agents

Increase the volume of residential service contracts

Contribute to the overall operational excellence of the organisation

Provide exceptional customer service for all clients

Maintain, manage and store contract documentation within CRM system

Assist with general office administration duties when required

Optimum capacity utilisation of resources to promote efficiency through effective scheduling

Daily and Monthly Responsibilities :

Handle inbound enquiries through phone and email

Efficiently coordinate and schedule maintenance activities for gas boilers and heat pumps

Manage and distribute service calls to engineers

Maintenance planning and service scheduling

Maintain accurate records of maintenance procedures, updates, and inventory management

Accurately log all communications within CRM system

Respond to maintenance requests promptly and track resolution progress

Ensure compliance with safety standards and participate in regular safety inspections

Develop and maintain relationships with property management companies and letting agents

Implement strategies to increase residential service contracts

Assist in the continuous improvement of maintenance processes and systems

Effective communications with field engineers to ensure complete information is logged on CRM and customers are kept up to date with job progress

Producing quotations for chargeable remedial works or variations and conducting regular follow ups.

Accurately sourcing replacement parts and raising purchase orders

Producing invoices for small scale works

Liaise with the accounts department to identify and deal with any anomalies found with invoices or payments

Monitor the progress of all open jobs and ensure that they are dealt with within the allotted time frame.

Manage service contract renewals and cancellations

Skills, experience and Qualifications Required:

Strong organisational skills and attention to detail

Excellent communication and comprehension skills

Customer service and interpersonal skills

Ability to multitask and manage time effectively

Proficiency in Microsoft Office suite, particularly Word and Excel

Ability to work under your own initiative and part of a team

Ability to thrive in a fast-paced dynamic environment

Preferred:

Experience in a maintenance or facilities management role

Familiarity with maintenance management software

Basic knowledge of HVAC, plumbing, and electrical systems

Experience in the plumbing and heating industry

Professional qualification-NVQ L3 Business Administration