We are looking for a dynamic person to join our team, to provide administrative support and coordinate field engineers within a security company, ensuring efficient scheduling, timely service delivery, and excellent customer communication. The role is critical in maintaining smooth day-to-day operations for installations, maintenance, and emergency call-outs.
Key Responsibilities
1. Engineer Coordination & Scheduling
* Plan, schedule, and allocate engineers for installations, servicing, and reactive maintenance.
* Monitor engineer workloads and optimise routes for efficiency.
* Respond to urgent call-outs and adjust schedules accordingly.
* Track job progress and ensure completion within agreed timeframes.
2. Administrative Support
* Maintain accurate job records, service reports, and documentation.
* Process job sheets, timesheets, and service reports.
* Update internal systems (CRM/job management software).
* Prepare quotes, service reports, and customer documentation where required.
3. Customer Communication
* Act as a primary point of contact for clients via phone and email.
* Schedule appointments and confirm job details with customers.
* Provide updates on engineer arrival times and job progress.
* Handle queries, complaints, and service requests professionally.
4. Compliance & Documentation
* Ensure all work complies with industry standards (e.g., NSI, SSAIB, or equivalent).
* Maintain records for audits and compliance requirements.
* Support health & safety documentation and reporting.
5. Inventory & Resource Management
* Coordinate equipment and parts required for jobs.
* Liaise with suppliers to ensure availability of materials.
* Track stock levels and assist with ordering where needed.
6. Reporting & Performance Monitoring
* Generate reports on engineer productivity, job completion, and KPIs.
* Identify scheduling or operational inefficiencies.
* Assist management with performance tracking and planning.
Key Skills & Experience
Essential
* Previous experience in an administrative or coordination role.
* Strong organisational and multitasking skills.
* Excellent communication skills (written and verbal).
* Ability to work under pressure and manage changing priorities.
* Proficiency in Microsoft Office (Excel, Word, Outlook).
* Experience with scheduling or CRM/job management systems.
Desirable
* Experience in the security industry (CCTV, alarms, access control, fire systems).
* Knowledge of compliance standards (NSI, SSAIB, BS/EN standards).
* Understanding of engineer workflows or field service operations.
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