Service Centre Administrator

Location : Welwyn Garden City
Job type : Permanent
Salary : up to £30k DOE
Reference : JOB-2667

WSR are recruiting for a Service Centre Administrator for our esteemed client based in Welwyn Garden City & Stevenage.

Salary: Up to £30k DOE
Working hours: Monday – Friday 8:30am-5pm. Office based.
Location: Working from Welwyn Garden City Office with willingness to travel to Stevenage office when required.

Service Centre Administrator Role Overview:

Your role would be to coordinate and support the service operations team with customer and conveyor belt fitting team communications and record activity information in our Service Management Software.

You would complete general Service administrative tasks, such as logging jobs, sending quotes to customers, processing quotes with purchase order validation and invoicing preparation.

You will work closely with the senior team to ensure performance of services to clients and ensure that service levels are achieved, to ensure that customer expectations are met or exceeded.

Service Centre Administrator Responsibilities:

  • Manage and coordinate all service activities (PPM, breakdowns & quoted works on completion -

    • Communicating of critical customer incidents, associated customer communication, activities and any appropriate escalations.

  • Proactively communicate progress to all stakeholders (ETA’s, outstanding works etc.)

    • To ensure that the Service centre is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.

  • Proactively trigger escalations when necessary

    • Responsible for tracking and progress chasing of incidents to conclusion and in line with SLAs and quality standards.

  • Maintain the Service Management system in real-time

    • Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels

  • Responsible for making sure that working practices and processes followed, are robust, wherever possible are standardized and repeatable.

    • To ensure these processes are continually improving where reasonably possible.

  • Under the direction of your line manager and through appropriate use working with the operations team, wherever possible, contribute to the success of the business, and assist in improving the overall customer experience.

    • Service management system – Job Logic

    • To identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers

  • Developing personal development plans and following capability processes where appropriate.

    • Under the direction of your line manager, responsible for meeting goals/objectives and KPI’s specific to your direct area(s) of responsibility, as set by your line manager.

  • Any other reasonable request compatible with the job description as identified by the Service Director or member of senior team.

    • Ensure all requirements under H&S legislation and required quality systems are actively adhered to

Service Centre Administrator Qualifications, Skills & Experience

  • Experience working in a B2B service Desk environment

  • Experience of Service coordination & Administration

  • Ability to manage multiple priorities and make decisions under pressure

  • IT literate (specifically: MS Word and MS Excel)

  • Experience in service management software

  • Ability to define and to follow processes

  • Excellent communication skills

  • Customer focused

  • Enthusiastic

  • Structured and organised

  • Proactive

  • Takes ownership

  • Professional

  • Team player

Service Centre Administrator Benefits:

  • 28 days holiday including bank holidays

  • Optional Health care package

  • Pension Scheme

Please click ‘APPLY NOW’, or call the WSR Team at 01908 616184 for more info.

We appreciate the time and effort invested in your application. While we strive to respond to all applicants promptly, we kindly ask for your understanding in case of delays. If you do not hear from us within 10 days of submitting your application, please assume that, unfortunately, you have not been successful this time.


We will however keep your CV on file and review your suitability against any other vacancies we may have available.