Service Administrator

Job Function: 

Responsible for ensuring all administrative workshop tasks are completed to a high standard while supporting the Service Team and providing customers with the best possible experience; resulting in an efficient workshop. 

This is a full time role and in addition is part of the *On Call rota  

Essential Duties: 

• Point of contact for the Service Department for customers, technicians and administration. 
• Scheduling jobs for technicians and apprentices, carrying out pre and follow-up calls and making proactive calls to upsell repairs and update customers where required. 
• Chase up quotes and estimates, checking they’re generated and sent to the customer for prior approval.  
• Finalising/processing invoices on competition of work required and dealing with queries. 
• Assisting the Service Manager with invoicing and ensuring all possible WIP is under 30 days. 
• Ensuring all service processes, policies and warranty guidelines are followed. 
• Collating and inputting technician and apprentice hours daily. 
• Managing Customer Service Agreements. 
• Reviewing workshop performances and workflow with the Service Manager 
• Ensuring technician job stories are accurate and reflect the correct hours and parts 
• Monitoring the Expert Alerts Dashboard and actioning in a timely manner.  
• To support technicians with IT, Expenses, Job Stories and booking van MOTs and services. 
• To assist the Rayleigh depot with service administration 
• As part of a team providing out of hours telephone support on a rota basis as part of the *On Call Rota. 
• To help with the general running of the Dunmow depot 

*On Call Arrangements:  

Summer rota - e.g. 1 in 3 weeks on call out of hours from Monday – Sunday on the phone including answering calls from customers and liaising with technicians regarding call outs. 

Winter rota - e.g. 1 in 8 weeks on call out of hours from Monday – Sunday on the phone including answering calls from customers and liaising with technicians regarding call outs. 

Skills & Qualifications: 

• Able to communicate effectively with customers both verbally and in writing. 
• Able to communicate and work with a remote team as well as those in the depot 
• Well organised, methodical, and able to remain calm under pressure. 
• Strong administration skills 
• Previous experience of working in/running a workshop or some technical knowledge would be an advantage but is not essential as training will be given. 
• Previous scheduling skills would also be an advantage but not essential as training will be given. 
• Good time management and attention to detail. 
• A passion for driving efficiency 
• A good level of IT literacy and a competent user of Microsoft based applications (Excel, Word) and a willingness to learn in-house systems including Gold, Scheduler and CRM (training will be given).