Service and Repair Administrator

Job summary

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