---

Job description

The Administrator (Engineering Support) will act as the central point of coordination between field engineers, customers and the wider business, ensuring the efficient scheduling and dispatch of work, the accuracy of operational systems and the timely resolution of issues. Operating within a fast-paced environment, the post holder will deliver high standards of customer service, coordination and administrative support. In doing so, the role will enable field engineers to provide a safe, reliable and high-quality service to customers and our business.

Responsibilities

• Coordinate engineers' daily jobs using handheld dispatch technology, working closely with the wider PES team
• Support emergency response processes, including rotas, database updates and liaison with the dispatch centre
• Keep systems accurate and up to date, and maintain organised job records
• Help prepare reports that give management a clear view of how the business is performing
• Be a first point of contact for ‘chargeable’ based customers, booking appointments and helping resolve queries.
• Work across departments to resolve customer issues and complaints within company standards of service obligations
• Help issue customer renewals or quotations accurately and on time
• Handle incoming telephone calls promptly and professionally, and carry out general administrative duties as required, including filing, archiving and maintaining accurate records.
• Act as a first point of contact for engineers and technical staff, responding promptly to queries and providing accurate information, documentation and records to support the delivery of their work.
• Contribute to achieving Phoenix Energy corporate goals through personal behaviour, and commitment to service excellence. Participate actively in team meetings.
• Establish, develop and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix Energy’s corporate objectives.
• Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
• Data Management - accurately input and update customer information across multiple company systems. Handle all personal data in compliance with UK GDPR, the Data Protection Act 2018 and Phoenix Energy’s Data Protection Policy, ensuring all data is
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and in order to meet the changing needs of the organisation

Skills and Qualifications

Essential Skills

• 5 GCSE’s (Grade A-C) or equivalent to include Mathematics or English plus 1-year relevant experience within an office/administration function OR At least 2 years’ relevant experience within an office/administration function
• Experience managing a high volume of enquiries while maintaining accuracy and quality
• Experience managing a varied workload with competing priorities and tight deadlines
• Experience working in a role that requires responding to urgent or unplanned demands
• Excellent organisational ability.
• Excellent attention to detail.
• Effective communication skills.
• Comprehensive IT skills including the ability to use Microsoft Office Packages, in particular MS Excel and have a working knowledge of formulas.

Desirable Skills

• Telephone call handling experience liaising with engineers / contractors within a field-based support role.
• Experience of dealing with customer related queries and / or complaints