Service Department Administrator - Permanent Edinburgh West

Office Angels
Closing date
4 Feb 2022

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Job Sector
Contract Type
Full Time
Our client is looking for a Service Department Administrator to join them in the West of Edinburgh. Salary is £21,000 per annum.

The Service Department Administrator will work as part of a team, to service and maintain client's security systems. At times the service administrator may also provide support to other departments.

The role requires a great deal of initiative and autonomy.

These duties will include all or part of the following:

Customer Calls.

Reacting to client 'call out' requests. Log these onto the Service Administration software package (Alarm Master), ensure these calls are closed off accurately & efficiently with all relevant dates and times correctly received from engineers and recorded. Action any remedial or follow up visits and deal with any equipment requirements. Make sure that clients have copies of the service reports.

Client Reports.

Monthly Alarm master client reports, tasks include exporting the callout data from alarm master to create corrective call lists per month and applying this data from pivot tables creating line and bar charts using pivotable tools in excel and adding these charts to Power Point.

Contract List.

Engineers to have the latest contract list. 4hr response clients to be clearly indicated with CS numbers where there is a Policed response active

PPM List.

Scheduled PPM visits for at least six months ahead at any time and have these distributed to the regional teams. Please note PPM's are generally coordinated by one admin team member however in her absence you may be called upon to provide support.

NACOSS /Regulations.

Monthly reports to be printed, saved and actioned. IDS systems false alarm rate report, response to Policed alarm systems, PPM reports. Keep abreast of the latest regulations.

Other Reports.

Weekly report of invoicing status, number of calls attended, PPM status (%), Monthly 'Won/Lost' report, Invoicing, Forecast of contract renewals and chargeables.

Chargeable Calls.

Check all these type of call outs are being invoiced and chased where applicable.


Maintain a real time list of the current invoicing, including credits issued. Invoice or Pro-Forma at least one month ahead of any renewals. Monitor incoming payments and react accordingly. Please note invoicing is generally carried out by one service administrator, however we would expect that you can carry out this task as a supporting role should we require it at any time.

Contract renewals.

Reported from the database, sent out well in advance and chased nearer the renewal date. Perform checks to ensure that the database is accurate whilst resolving and actioning renewals

New Projects.

Add new installations and clients to the database. Confirm contract type provided. Offer contract if not sold originally. Arrange visits where required to survey new sites with installation teams if appropriate.

Vehicle Stock.

List standard recommended stock to be held at any time. Chase returns for repair or replacement from engineers. Provide mechanism to engineers to add or reduce their stock holding depending upon their client base, area, or historical usage. Keep spare vehicle adequately stocked.


Conduct weekly calls to coordinate regional teams and interface with installation teams.


Booking and coordination of any engineer training requirements ensuring any training certificates/records are recorded and saved in the correct location.

Call Out Rota.

Maintain the call out rota with effective cover for each area, together with an escalation process including other team members, more senior engineers and the technical team. Resolve and agree the Christmas rota by end of October latest. Ensure that other holiday periods are covered adequately.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

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