Service Administrator

Service Administrator

Location: Stoke, ST1 5PZ
Hours of work: 40 hours per week
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Service Administrator to support reactive work order management and service administration, with a strong focus on monitoring and triaging client alarm systems through a CAFM environment such as Maximo.

Job Overview

This role acts as a central coordination point for reactive service delivery, ensuring client requests are logged accurately, work orders are raised correctly, and engineers are allocated efficiently to meet operational and contractual requirements.

The Service Administrator will lead day-to-day client communications and system-based administration, playing a key role in ensuring service delivery meets agreed SLAs. The position requires strong organisational skills, attention to detail and the ability to manage multiple priorities within a fast-paced service environment.

Key Responsibilities

• Act as the first point of contact for client calls and emails, logging and processing requests accurately
• Monitor and triage Power and Environment alarm systems via CAFM systems (e.g. Maximo)
• Raise, issue and manage reactive work orders within CAFM platforms
• Allocate and coordinate work orders to the most appropriate engineer
• Liaise with engineers, providing clear instructions and timely updates
• Lead client communications via email and CAFM-based tools
• Ensure all jobs are managed in line with SLAs and priority response times
• Maintain accurate records and ensure compliance with company processes and client contracts

Person Specification

• Previous experience in a customer service, contact centre or administrative role
• Proven call handling experience
• Proficient in Microsoft Office (Word, Excel and PowerPoint; Microsoft Project and Visio advantageous)
• Excellent written and verbal communication skills
• Ability to work effectively as part of a team to achieve organisational goals
• Strong organisational skills with attention to detail
• Experience maintaining accurate information and records (e.g. timesheets, annual leave and sickness records)
• Customer-focused approach with the ability to manage competing priorities