Service Coordinator - HQ, Evolution Security, GB

Working as part of a team, the Service Administrator will ensure that all support functions are carried out to service and maintain our client’s security systems.  At times the service administrator may also provide support to other departments. The role requires a great deal of initiative and autonomy. Your responsibilities will involve but not be limited to:

• Customer Calls - Reacting to client ‘call out’ requests. Log these onto the Service Administration software package (Alarm Master), ensure these calls are closed off accurately & efficiently with all relevant dates and times correctly received from engineers and recorded. Action any remedial or follow up visits and deal with any equipment requirements. Make sure that clients have copies of the service reports.
• Client Reports - Monthly Alarm master client reports, tasks include exporting the callout data from alarm master to create corrective call lists per month and applying this data from pivot tables creating line and bar charts using pivotable tools in excel and adding these charts to Power Point.
• Contract List - Engineers to have the latest contract list. 4-hour response clients to be clearly indicated with CS numbers where there is a Policed response active
• NACOSS /Regulations - Monthly reports to be printed, saved, and actioned. IDS systems false alarm rate report, response to Policed alarm systems, PPM reports. Keep abreast of the latest regulations.
• Other Reports - Weekly report of invoicing status, number of calls attended, Invoicing.
• Chargeable Calls - Check all these type of call outs are being invoiced and chased where applicable.
• Invoicing - Maintain a real time list of the current invoicing, including credits issued. Invoice or Pro-Forma at least one month ahead of any renewals. Monitor incoming payments and react accordingly. Please note invoicing is generally carried out by one service administrator, however we would expect that you can carry out this task as a supporting role should we require it at any time.
• Vehicle Stock - List standard recommended stock to be held at any time. Chase returns for repair or replacement from engineers. Provide mechanism to engineers to add or reduce their stock holding depending upon their client base, area, or historical usage. Keep spare vehicle adequately stocked.
• Planning – Attend weekly calls to interface with installation teams.
• Training - Booking and coordination of any engineer training requirements ensuring any training certificates/records are recorded and saved in the correct location.
• Call Out Rota - Maintain the call out rota with effective cover for each area, together with an escalation process including other team members, more senior engineers, and the technical team. Resolve and agree the Christmas rota by end of October latest. Ensure that other holiday periods are covered adequately.
• Quotes - From either reactive calls or PPM visits, or from client requests, follow up to provide quotes or facilitate which quotes are sent out for remedial works, recommendations, or requests. Generally small quotes for service orientated works via the service team. Larger or installation works via the Sales or Project teams. Log these quotes centrally to enable real time reporting and visibility of status.
• Data Protection - Comply with all company GDPR and ISO27001 procedures and obligations and ensure that those reporting to you do the same.