Company – Construction/Projects
Job Title – Service Administrator
Location – Dartford
Salary - £35k - £38k
Details – Temp - Perm
We have a new, exciting opportunity for an experienced Service Administrator to join a team in the Dartford area.
The successful candidate will provide end-to-end administrative control of service jobs once the engineer has attended (or where a job requires quotation, parts and/or a return visit). This role ensures that every job is progressed to completion through strong ownership, accurate system control, and proactive customer communications.
The Service Administrator will be responsible for controlling the highest-risk part of the service workflow: Engineer Report Sheets (ERS), close-out, quotations, purchase order processing, parts ordering, ETA management, and return-visit readiness. The role acts as the “job progression owner” and ensures nothing stalls between stages. In his role also ensures customers receive clear updates at each milestone (booking, ETA, delays, parts received, completion) so they do not have to chase.
Core Role Responsibilities
1) ERS / Documentation Quality Control
Review all Engineer Report Sheets (ERS) for completeness, accuracy, and customer requirements (e.g., customer specific standards).
Return incomplete/unclear ERS to engineers/work with engineers to complete correction promptly and track to completion.
Issue ERS / close-out documentation to the customer where “no further action” is required.
Ensure service documentation is filed, accessible, and compliant with internal processes.
2) Quotation Control
Identify jobs requiring a quotation prior to completion and create/send quotes promptly.
Ensure quotations clearly state scope, exclusions, lead times, and assumptions.
Maintain a live list of quotes issued / awaiting customer instruction and proactively chase where appropriate.
Liaise with engineers and suppliers to confirm technical scope and parts required.
3) PO Processing and Parts / Equipment Ordering
On receipt of customer PO, process promptly and confirm order progress internally.
Order parts/equipment with suppliers, validate lead times, and track delivery dates.
Maintain a live “parts on order” list.
Proactively manage supplier delays and escalate risks early.
4) ETA Management and Proactive Customer Communication
Ensure milestone communications are issued consistently, including:
Confirmation when PO is received and parts ordering is underway
ETA confirmation based on supplier lead times
Proactive delay notifications (reason + revised ETA + options) before the customer needs to chase
Confirmation when parts are received and job is “ready to book”
Completion / close-out confirmation when job is finished
Quality standard for every update: include job reference, site, asset (where relevant), current status, next action, owner, and target date.
5) Return Visit Readiness
When parts are received, confirm allocation/dispatch to the relevant engineer.
Update job status to “Ready to Book” and hand to Service Desk to schedule the return visit.
Ensure no return visit is passed for booking unless parts availability is confirmed (unless an agreed workaround exists).
6) System Control / Dashboards
Maintain accurate job statuses and notes within system to ensure the operational picture is always current.
Keep the outstanding actions list clean and up to date (awaiting quote / awaiting PO / parts on order / ready to book).
Support daily end-of-day reviews by providing up-to-date pipeline and exception lists.
7) Governance, Backlog Management and Continuous Improvement
Support the daily end-of-day review by highlighting ageing jobs, blockers, and required actions.
Identify recurring failure points (e.g., repeated delays, repeat visits, documentation gaps) and escalate improvement opportunities.
Work closely with the Service Desk to ensure smooth handoffs and no unowned work.
Key Performance Indicators (KPIs)
* ERS compliance: % issued meeting customer standard first time
* Quote turnaround time (from ERS / job status to quote issued)
* PO-to-order time (speed of processing and ordering)
* ETA communication compliance (updates sent at trigger points)
* Backlog health: volume and age by status (awaiting quote / PO / parts / ready to book)
* Data accuracy (status integrity and notes quality)
Skills, Experience and Attributes
Essential:
* Strong service administration experience in a field service / maintenance / engineering environment
* Confident producing quotations, processing orders, and managing parts supply chain actions
* Excellent written communication (clear, proactive, customer-friendly updates)
* High attention to detail; able to spot missing information and drive it to completion
* Strong organisation and prioritisation; comfortable managing multiple jobs in parallel
* Confident with software systems (CRM/Service platforms) and Microsoft Office (Outlook/Excel)
Desirable:
* Experience using BigChange (or similar field service management system)
* Understanding of SLAs, PPM/reactive workflows, and return-visit management