Central Service Administrator

Job Summary

The Central Service Administrator plays a vital role in supporting the service operations by managing administrative processes related to service contracts, compliance, warranty claims, and customer reporting. The role ensures operational efficiency, contract compliance, and accurate performance tracking through the preparation and maintenance of essential documentation, reports, and KPIs, while providing crucial support to depot service teams and facilitating seamless coordination and communication to enhance overall service delivery.

• Answer and manage incoming service calls promptly and professionally; log service requests and ensure accurate documentation of customer issues.
• Schedule and allocate engineers for service tasks based on skill sets and availability; optimise engineer routes and schedules to maximise efficiency and minimise downtime.
• Process support for depot operation and support the installation team when needed.
• Provide administrative support for the setup, renewal, and ongoing management of service contracts, including support for service bookings.
• Liaise with internal teams and customers to ensure all contract terms are accurately documented and implemented.
• Maintain up-to-date records of contract activities and schedules; monitor contract performance and support operational planning and service centre liaison to meet service delivery targets.
• Administer the specific requirements of tailored knowledge-based or key account contracts (TKTK), ensuring contractual obligations are met and preparing bespoke planning documentation and reports for such accounts.
• Track service delivery milestones against contract KPIs and monitor trends, escalating recurring warranty issues as necessary.
• Process warranty claims with suppliers and manufacturers in a timely and accurate manner; maintain a warranty register and follow up on outstanding claims.
• Support technicians and service teams in gathering required documentation for claims and liaise with parts controllers for timely warranty parts returns and processing.
• Action, monitor and review manufacturer re-work campaigns.
• Assist in maintaining up-to-date compliance records for customer vehicles, including fleet management, F‑Gas and tail lift inspections and certifications.
• Ensure all activities adhere to legal and company compliance standards; schedule and track mandatory inspections and testing.
• Maintain audit‑ready documentation and assist with external inspections; support service centre control and planning.
• Generate regular customer reports, including performance metrics and KPIs; ensure data accuracy and timely delivery of reports.
• Provide insights and analysis on service performance, contract compliance, and operational trends; collaborate with operational teams to address areas of concern highlighted in reports.
• Act as a central point of contact for key accounts.

• Must have proven experience in a service administration or similar administrative support role.
• Strong organisational and planning abilities.
• Excellent attention to detail with a high level of data accuracy.
• Ability to manage multiple tasks and deadlines effectively.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office Suite, especially Excel and reporting tools, and IFS.
• Familiarity with compliance regulations such as F‑Gas and LOLER (for Tail Lifts) is an advantage.
• Experience working with warranty systems and customer service portals is preferred.

Minimum of GCSEs (or equivalent); further education or business administration qualifications are desirable.

Training or certification in compliance management or contract administration is a plus.

May require flexibility during peak reporting periods or compliance audits.

We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.