Description

The Service Administrator will manage the full lifecycle of customer service requests, from initial contact through job completion and invoicing. This includes scheduling and dispatching field engineers, maintaining service records, handling compliance documentation, and acting as the central communication hub between customers, engineers and internal departments.

• Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs and service calls.
• Prioritise service requests based on urgency, compliance requirements and engineer availability.
• Monitor engineer workloads and adjust schedules to ensure timely and efficient service delivery.
• Serve as the primary point of contact for incoming service inquiries via phone, email and online portals.
• Provide customers with appointment updates, job status information and follow‑up actions.
• Resolve customer concerns professionally and escalate issues to management when necessary.
• Collaborate with field engineers, the service manager and service teams to align on timelines and priorities.
• Participate in internal meetings to review service backlogs, customer feedback and process improvements.
• Provide general administrative support to the service department as required.

Requirements

The ideal candidate brings experience in coordination or service administration within an engineering or field‑service environment, exceptional organisational and time‑management skills, and strong communication abilities. They must be detail‑oriented, proficient with Microsoft Office and service‑management software, and able to work both independently and collaboratively while maintaining a customer‑focused mindset.

As a small, regionally focused business within a larger group, FAFS delivers bespoke, reactive service while fostering a culture of inclusion and equal opportunity. The company does not provide Right‑to‑Work sponsorship, and candidates must have the legal right to work in the UK.

• Proven experience in coordination, scheduling or service administration, preferably in an engineering or field‑service setting.
• Exceptional organisational and time‑management skills with the ability to juggle multiple priorities.
• Strong communication and interpersonal abilities, including a confident telephone manner and professional written correspondence.
• Customer‑focused mindset with composure under pressure and a dedication to delivering outstanding service.
• Problem‑solving capability, taking initiative to make informed decisions and escalations when appropriate.
• High attention to detail and accuracy in scheduling, data entry and documentation management.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and experience using service management or scheduling software.
• Analytical thinking to assess workload, engineer availability and service priorities for efficient scheduling.
• Collaborative approach, comfortable working cross‑functionally with engineers, service managers and internal teams.
• Positive, proactive and adaptable attitude committed to continuous improvement and high service standards.

Benefits

FAFS offers a competitive salary package, Royal London pension scheme, life assurance worth four times the annual salary, 22 days of paid holiday plus bank holidays, and a referral bonus of up to £1,000. Additional benefits include mental health and wellbeing support, an employee recognition scheme, and continuous training and career development opportunities.

• Competitive salary and Royal London pension scheme.
• Life assurance of four times the annual salary.
• Generous annual leave – 22 days plus bank holidays.
• Employee referral bonus of up to £1,000 per successful hire.
• Mental health and wellbeing support resources.
• Employee recognition scheme.
• Ongoing training and career development opportunities.

Training + Development

Interview process

Visa Sponsorship

Security clearance