Service Desk Administrator

The Service Administrator will be responsible for ensuring the smooth coordination of our service operations by managing the full lifecycle of customer service requests - from initial contact to job completion and invoicing. The Service Administrator will handle scheduling and dispatching of field engineers, maintain up-to-date service records, manage compliance documentation, and act as a central communication point between customers, engineers, and internal departments.

• Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs, and service calls
• Prioritize service requests based on urgency, compliance requirements, and engineer availability
• Monitor engineer workload and adjust scheduling to ensure timely and efficient service delivery
• Serve as the primary point of contact for incoming service inquiries via phone, email, and online portals
• Provide updates to customers on appointment times, job status, and follow-up actions
• Resolve customer concerns professionally and escalate issues to management when necessary
• Collaborate with field engineers, service manager, and service teams to align on timelines and priorities
• Participate in internal meetings to review service backlogs, customer feedback, and process improvements
• Provide administrative support to the service department as needed, We are a small, regionally focused business which gifts our clients a bespoke and reactive service with undivided attention & dedication. However, we have the added luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry.

Big enough to provide but small enough to care.

Our Business Include:

• FAFS Fire & Security fafsfireandsecurity.com
• Marlowe Kitchen Fire Suppression marlowekitchenfiresuppression.com
• Alarm Communications acl.uk.com
• Clymac clymac.co.uk
• Morgan Fire Protection morganfire.co.uk
• Marlowe Smoke Control marlowe-aov.co.uk
• Marlowe Fire & Security marlowefireandsecurity.com

FAFS Fire & Security recognise that our exemplary service can only be maintained by compliance to and the surpassing of British and European Standards which can only be effected through the continuous professional development of all team members. Therefore, in addition to having all the usual attributes of a great FAFS Fire & Security employee, such as a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team, for this specific opportunity, we are looking for candidates who also offer:

• Proven experience in a coordination, scheduling, or service administration role-preferably within an engineering, maintenance, or field service environment
• Exceptional organisational and time-management skills, with the ability to manage multiple priorities and adapt quickly to changing demands
• Strong communication and interpersonal abilities, with a confident and professional telephone manner and the ability to liaise effectively with both customers and colleagues
• Customer-focused mindset, able to deliver outstanding service while maintaining composure under pressure
• Problem-solving capability, with the initiative to make informed decisions and escalate issues appropriately when required
• Excellent attention to detail and accuracy when scheduling, recording information, and managing documentation
• Proficient in Microsoft Office applications (Excel, Word, Outlook) and experienced in using service management or scheduling software
• Analytical thinking skills, able to assess workload, engineer availability, and service priorities to ensure efficient scheduling
• Collaborative approach, comfortable working cross-functionally with engineers, service managers, and internal teams to support operational goals
• Professional written communication skills, with the ability to draft clear customer updates and internal correspondence
• Positive, proactive, and adaptable attitude, with a commitment to continuous improvement and high standards of service delivery

Basic Salary - upto £30,000 per annum subject to experience

Pension, Life Assurance & much more. - Please see our generous remuneration packages below, How we Attract, Reward & Retain Our Employees

At FAFS Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable.

• Competitive Salary - upto £30,000 per annum, reflecting your experience and contribution.
• Royal London Pension Scheme - helping you build a secure financial future.
• Life Assurance - 4x your annual salary, giving you and your family peace of mind.
• Generous Annual Leave - 22 days paid holiday plus all Bank Holidays.
• Employee Referral Bonus - earn up to £1,000 for every successful referral, with no limits.
• Mental Health & Wellbeing Support - access to dedicated resources to help you thrive both personally and professionally.
• Employee Recognition Scheme - celebrating and rewarding your hard work and achievements.
• Career Development & Progression - ongoing training and opportunities to grow within the business

FAFS Fire & Security specialise in designing, installing, commissioning and servicing automatic Fire Detection, Protection and Alarm Systems in and around Greater London. We are currently looking to appoint a new Service Desk Administrator to be based out of our Head Office in Chessington, Surrey.