Service Administration Manager
On-siteSomercotes, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Lead and coach a team of Service Coordinators, Contracts Administrators, and Aftersales personnel to drive operational excellence across scheduling, administration, invoicing, and reporting. Manage the day-to-day service office function, ensuring activities are coordinated to meet customer expectations and contractual service level agreements. Act as the primary escalation point for coordination issues while working closely with field engineers, customers, and suppliers to ensure seamless service delivery. Drive continuous improvement initiatives, produce and analyze department KPIs, and maintain accurate compliance documentation. Support recruitment, workforce planning, and training activities while ensuring adherence to company policies and relevant regulations.
Required Qualifications
- Experienced in Service Administration, Service Operations or Service Coordination
- Proven experience in a supervisory or management role
- Strong leadership and people management skills
- Excellent organisational, planning and problem-solving abilities
- Experience using ERP/CRM systems and Microsoft Office
- Strong understanding of operational reporting, KPIs and performance management
- Knowledge of invoicing, forecasting and cost control
- Excellent communication and stakeholder management skills
- Understanding of Health & Safety and compliance requirements
Desired Qualifications
- Experience within an engineering, technical or field service environment
- Knowledge of the water industry or water treatment sector
- Experience using Protean or similar service management software
- Understanding of water purification equipment and systems
- A customer-first approach with a focus on delivering excellent service
- Strong commercial awareness and attention to detail
- The ability to lead and motivate teams through change and growth
- A continuous improvement mindset
- Confidence in making informed decisions and managing competing priorities
- The ability to build strong relationships with customers, suppliers and colleagues
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