Service Administrator

About Dalkia UK

Dalkia UK is dedicated to combating climate change and fostering a sustainable future. Backed by EDF, a leading British low carbon energy producer, the company combines the resources of a large organization with a collaborative, innovative, and inclusive culture. Employing over 5,000 people with a turnover exceeding A3600 million, it offers a supportive environment for career growth.

Job Purpose

The role involves providing administrative support for service contracts and staff by coordinating and scheduling reactive maintenance, planned works, and service installations between clients and engineering teams.

Aims and Objectives

The position focuses on promoting effective team behaviors to achieve strong outcomes, helping Dalkia maintain market leadership and uphold its excellent customer reputation.

Key Responsibilities

• Manage and respond to calls through the CAFM system to facilitate timely job progress and completion.
• Allocate tasks to field engineers and contractors appropriately.
• Review and validate digital timesheets submitted by field engineers.
• Generate reports on outstanding calls and raise concerns as necessary.
• Schedule return visits for field engineers and organize maintenance appointments.
• Maintain and update reports regularly.
• Prepare materials and documentation for client meetings.
• Send pre-planned maintenance schedules to clients and Service Managers.
• Manage on-call administrative tasks and provide updates.
• Book reactive and pre-scheduled maintenance visits directly with end-users.
• Keep client portals up to date with accurate information.
• Create and adjust maintenance contracts as required.
• Meet monthly maintenance Key Performance Indicators (KPIs).
• Collaborate with Team Leaders and Service/Operations Managers to monitor KPI performance.
• Compile job packs and distribute them to Service/Operations Managers.
• Raise purchase orders and coordinate with contractors.
• Update asset and project records, uploading data into the ERP system.
• Provide cover for the primary contract scheduler during absences due to leave or sickness.

Health & Safety

All employees are expected to take responsibility for their own health and safety as well as that of others affected by their work activities, complying with health and safety policies and guidance.

Working Relationships

Internal: Collaborate with head office, internal customers, and other departments to maintain standardized procedures and high-quality service.

External: Engage and liaise with clients, branch offices, and contractors.

Person Specification

Essential Experience and Skills:

• Previous administrative experience.
• Competency with computers and software systems.
• Adaptable and flexible approach to varied work demands.
• Excellent interpersonal and communication skills.
• Dependability and reliability in work performance.

Core Teamwork and Behavioral Skills:

• Teamwork: Contributes actively to team objectives and drives improvements through personal effort.
• Planning & Organizing: Prioritizes tasks effectively and manages time to meet deadlines.
• Communication: Communicates clearly and concisely both orally and in writing.
• Commercial Awareness: Understands cost management and applies appropriate financial controls.
• Risk Awareness: Recognizes potential risks and implements suitable mitigation strategies.
• Flexibility: Adapts readily to changing situations and demands.
• Drive for Excellence: Committed to producing high-quality work output.
• Self-Motivation: Confident and proactive in development and execution of duties.
• Customer Focus: Attuned to customer needs to ensure satisfaction and positive outcomes.

Company Values

• People First: Prioritize health, safety, and wellbeing.
• Better Together: Foster collaboration and teamwork.
• Trusted Partners: Dedication to client success.
• Taking Ownership: Embrace responsibility to make impactful contributions.

Equity, Diversity & Inclusion

Dalkia is committed to offering a fair and inclusive recruitment process. They welcome requests for adjustments to support applicants confidentially throughout the recruitment journey.