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Regional Service Administrator

Location: Birmingham Department: Admin
We are currently seeking a Regional Service Administrator to join our busy Birmingham office, reporting directly to the Regional Service Manager. Serve as a primary contact to meet our customer needs, manage new work orders, dayworks planned visits and response calls. Be responsible for the effective and successful completion of all portals to improve our customer experience and meet our customer’s needs.

Benefits

  • Competitive salary (DOE)
  • Pension scheme
  • Aviva health scheme
  • Paid sick leave and death in service
  • Employee discount on security for your home
  • Reward scheme membership, which is applicable for hundreds of different retailers, allowing employees to make savings on things that matter to them

The Role

  • Increase the quality of our customer experience, ensuring programme of works, small works, first time fix rates and re-plans are improved.
  • Communicate with all team members, NSB, sub-contractors, relevant employees and clients to ensure delivery times are met.
  • Responsible for ensuring replans, parts, equipment are attended too and resolved to meet client’s expectations and SLA’s
  • Utilise SECOM’s operating platform to ensure workflow is followed correctly.
  • Responsible for monitoring, uploading all documentation onto SECOM’s operating platform and client portals.
  • Understand and respond to all customers SLA’s and KPI agreements by reviewing SECOM’s operating platform (performance management).
  • NSB and planner daily engagement and first escalation.
  • Management of premier accounts with regional supervisors.
  • Daily update of all portals
  • Check daily collection of parts and PUDO collection and advise engineers to collect.
  • Assist in reducing return calls by liaising with NSB and Central stores
  • To communicate with all departments on the progress of each job via the SECOM operating platform and Field app.
  • Ensure all regional resource across all SECOM platforms, HR, Payroll, ASC, mobile and Fleet are registered.
  • Successfully assist and mobilise new contacts into the business, managing transition phases from existing suppliers.
  • Deliver and adopt the necessary business changes to processes and systems to ensure SECOM meet our client’s expectations.
  • Service and Installation organisation must follow the effective and efficient process for ordering parts and delivering them to site as required in conjunction with Central Stores and Distribution.

The Candidate

  • Be highly numerate and be able to multitask.
  • Have pleasant telephone manner and be a good communicator.
  • Good organisational skills and work on their own initiative.
  • Have a driven, can-do approach with an aptitude for further progression.
  • Experience in the Fire and Security Industry is preferred along with excellent administration acumen.
  • Demonstrate experience of monitoring and managing within a large service environment with similar characteristics to SECOM (large field force, control by a service desk, impact of service quality, compliance etc.) would be a distinct advantage.

SECOM Plc is an equal opportunity employer.