We are looking for a dynamic person to join our team, to provide administrative support and coordinate field engineers within a security company, ensuring efficient scheduling, timely service delivery, and excellent customer communication. The role is critical in maintaining smooth day-to-day operations for installations, maintenance, and emergency call-outs.
Key Responsibilities
- Engineer Coordination & Scheduling
- Plan, schedule, and allocate engineers for installations, servicing, and reactive maintenance.
- Monitor engineer workloads and optimise routes for efficiency.
- Respond to urgent call-outs and adjust schedules accordingly.
- Track job progress and ensure completion within agreed timeframes.
- Administrative Support
- Maintain accurate job records, service reports, and documentation.
- Process job sheets, timesheets, and service reports.
- Update internal systems (CRM/job management software).
- Prepare quotes, service reports, and customer documentation where required.
- Customer Communication
- Act as a primary point of contact for clients via phone and email.
- Schedule appointments and confirm job details with customers.
- Provide updates on engineer arrival times and job progress.
- Handle queries, complaints, and service requests professionally.
- Compliance & Documentation
- Ensure all work complies with industry standards (e.g., NSI, SSAIB, or equivalent).
- Maintain records for audits and compliance requirements.
- Support health & safety documentation and reporting.
- Inventory & Resource Management
- Coordinate equipment and parts required for jobs.
- Liaise with suppliers to ensure availability of materials.
- Track stock levels and assist with ordering where needed.
- Reporting & Performance Monitoring
- Generate reports on engineer productivity, job completion, and KPIs.
- Identify scheduling or operational inefficiencies.
- Assist management with performance tracking and planning.
Key Skills & Experience
Essential
- Previous experience in an administrative or coordination role.
- Strong organisational and multitasking skills.
- Excellent communication skills (written and verbal).
- Ability to work under pressure and manage changing priorities.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
- Experience with scheduling or CRM/job management systems.
Desirable
- Experience in the security industry (CCTV, alarms, access control, fire systems).
- Knowledge of compliance standards (NSI, SSAIB, BS/EN standards).
- Understanding of engineer workflows or field service operations
