Job Profile

Job Title: Central Service Administrator

Location: Bolton

Business Unit: Service

Reports to (Job Title): Central Service Manager

Date Created: June 2025

Job Summary:

Job Summary: The Central Service Administrator plays a vital role in supporting the service operations by managing administrative processes related to service contracts, compliance, warranty claims, and customer reporting. To support the service operation with the various portals that are used. This position ensures operational efficiency, contract compliance, and accurate performance tracking through the preparation and maintenance of essential documentation, reports, and KPIs. Additionally, the Central Service Administrator provides crucial support to the depot service teams, facilitating seamless coordination and communication to enhance overall service delivery and effectiveness.

Key Responsibilities:

Depot Service support:

• Answer and manage incoming service calls promptly and professionally.
• Log service requests and ensure accurate documentation of customer issues.
• Schedule and allocate engineers for service tasks based on skill sets and availability.
• Optimise engineer routes and schedules to maximise efficiency and minimise downtime.
• Processing support for depot operation.
• Support the installation team when needed.

Contract Support and Planning

• Provide administrative support for the setup, renewal, and ongoing management of service contracts, including support where needed for service bookings.
• Liaise with internal teams and customers to ensure all contract terms are accurately documented and implemented.
• Maintain up-to-date records of contract activities and schedules.
• Monitor contract performance and support operational planning and service centre liaison to meet service delivery targets.

TKTK Contract Support and Planning

• Administer the specific requirements of TKTK (tailored knowledge-based or key account) contracts.
• Coordinate with service teams and account managers to ensure TKTK contractual obligations are met including service centre liaison.
• Prepare bespoke planning documentation and reports for TKTK accounts.
• Track service delivery milestones against TKTK contract KPIs.

Warranty Claims and manufacturer re-works administration

• Process warranty claims with suppliers and manufacturers in a timely and accurate manner.
• Maintain a warranty register and follow up on outstanding claims.
• Support technicians and service teams in gathering required documentation for claims.
• Liaise with parts controllers for timely warranty parts returns and processing
• Monitor trends and escalate recurring warranty issues as necessary.
• Action, monitor and review manufacturer re-work campaigns.

Compliance Support (Including F-Gas and Tail lift Regulations)

• Assist in maintaining up-to-date records for compliance relating to customer vehicles to include Fleet Management, F-Gas and Tail Lift inspections and certifications.
• Ensure all activities adhere to legal and company compliance standards.
• Schedule and track mandatory inspections and testing.
• Support service centre control and planning
• Maintain audit-ready documentation and assist with external inspections.

Customer Reporting and KPI Monitoring

• Generate regular customer reports, including performance metrics and key performance indicators (KPIs).
• Ensure data accuracy and timely delivery of reports to customers.
• Provide insights and analysis on service performance, contract compliance, and operational trends.
• Collaborate with operational teams to address areas of concern highlighted in reports.
• Provide a central point of contact for key accounts.

Key Skills and Experience

• Proven experience in a service administration or similar administrative support role.
• Strong organisational and planning abilities.
• Excellent attention to detail with a high level of data accuracy.
• Ability to manage multiple tasks and deadlines effectively.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office Suite, especially Excel and reporting tools and IFS.
• Familiarity with compliance regulations such as F-Gas and LOLER (for Tail Lifts) is an advantage.
• Experience working with warranty systems and customer service portals preferred.

Qualifications

• Minimum of GCSEs (or equivalent); further education or business administration qualifications are desirable.
• Training or certification in compliance management or contract administration is a plus.

Working Conditions

• May require flexibility during peak reporting periods or compliance audits.

Marshall Group is an Equal Opportunity Employer

Marshall Group is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here.

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