Responsibilities / Tasks
Team & Administrative Leadership
1. Support, guide, and lead a team of service administrators, ensuring consistent workflow and performance.
2. Maintain strong communication with the refrigeration engineering team, prioritising efficient scheduling and service delivery.
Customer & Contract Administration
3. Manage new customer setup processes, including the completion of handover documentation and credit checks.
4. Liaise with customer site contacts to schedule work, resolve queries, and follow up on overdue invoices.
5. Monitor customer KPIs to ensure service-level compliance, particularly within refrigeration maintenance contracts.
Service Operations & Work Order Management
6. Raise and process service calls, purchase orders, credits, and required documentation.
7. Prepare and distribute FSE work orders; process engineers’ hours and completed work reports.
8. Approve engineers’ hours daily and maintain accurate records of holidays, lieu days, sickness, and absences.
9. Prepare and maintain the engineer diary, ensuring clarity and operational readiness.
10. Close maintenance calls and ensure all service records are completed accurately at month-end.
11. Maintain the maintenance log, ensuring all planned refrigeration visits are completed within agreed timescales.
Financial & Performance Reporting
12. Monitor job margins and support invoice preparation to maintain financial accuracy.
13. Compile regular reports, including contract margins, weekly hours, and service call transactions.
14. Support the creation of simple customer quotations based on engineer feedback and service requirements.
Logistics & Engineer Support
15. Coordinate the quarterly call-out rota for 24/7 refrigeration duty cover.
16. Manage PPE and workwear for engineers, including ordering and stock monitoring.
17. Support overall branch operations with a proactive and adaptable work approach.
Your Profile / Qualifications
We are looking for a confident, customer-focused professional with strong administrative capability and a desire to develop within a fast-paced refrigeration service environment.
18. Proven administrative experience, ideally within a refrigeration, engineering, or technical service setting.
19. Strong team-working approach with experience supporting or guiding colleagues.
20. Proficiency in Microsoft Office; SAP experience is highly advantageous.
21. Exceptional attention to detail and the ability to manage multiple tasks effectively.
22. Excellent verbal and written communication skills.
23. Strong customer service and interpersonal skills.
24. Financial awareness with the ability to understand and analyse margins.
25. Calm, professional approach under pressure, with strong problem-solving abilities.
26. Self-motivated, adaptable, and capable of working independently when required.
27. Flexible with working hours to support a 24/7 service operation.