Service Administration Manager

About the Role

We are seeking an experienced Service Administration Manager to join our UK Service Leadership Team. This is a fantastic opportunity for a strong people leader to take ownership of a busy service office function, ensuring efficient operations, exceptional customer service and high levels of commercial performance.

You will be responsible for leading a small team of Service Coordinators, Contracts Administrators and Aftersales personnel, driving operational excellence across scheduling, administration, invoicing, reporting, compliance and customer support activities.

This role is ideal for someone who thrives in a fast-paced service environment and is passionate about developing people, improving processes and delivering outstanding results.

Key Responsibilities

 • Lead, coach and develop the Service Office team to achieve high levels of performance and engagement.

• Manage the day-to-day service administration function including scheduling, sales order processing, contract administration, invoicing and service documentation.

• Ensure service activities are planned and coordinated effectively to meet customer expectations and contractual service level agreements.

• Act as the primary escalation point for service administration and coordination issues.

• Work closely with field engineers, customers, suppliers and contractors to ensure seamless service delivery.

• Drive continuous improvement initiatives to enhance efficiency, quality and customer satisfaction.

• Produce, analyse and present department KPIs, performance reports and operational data.

• Ensure compliance with company policies, contractual requirements and relevant regulations.

• Support recruitment, workforce planning, training and succession planning activities.

• Maintain accurate service records, contracts and compliance documentation.

• Support system improvements, upgrades and process enhancements.

About You

We're looking for a proactive and organised leader who can balance customer needs, operational priorities and team development.

Essential Skills & Experience

 • Experienced in Service Administration, Service Operations or Service Coordination.

• Proven experience in a supervisory or management role.

• Strong leadership and people management skills.

• Excellent organisational, planning and problem-solving abilities.

• Experience using ERP/CRM systems and Microsoft Office.

• Strong understanding of operational reporting, KPIs and performance management.

• Knowledge of invoicing, forecasting and cost control.

• Excellent communication and stakeholder management skills.

• Understanding of Health & Safety and compliance requirements.

Desirable 

• Experience within an engineering, technical or field service environment.

• Knowledge of the water industry or water treatment sector.

• Experience using Protean or similar service management software.

• Understanding of water purification equipment and systems.

What You'll Bring

 • A customer-first approach with a focus on delivering excellent service.

• Strong commercial awareness and attention to detail.

• The ability to lead and motivate teams through change and growth.

• A continuous improvement mindset.

• Confidence in making informed decisions and managing competing priorities.

• The ability to build strong relationships with customers, suppliers and colleagues.

Why Join Us? 

• Key leadership role within a growing service operation.

• Opportunity to shape processes and influence business performance.

• Be part of a collaborative and supportive leadership team.

• Ongoing development and career progression opportunities.

• Competitive salary and benefits package.

If you're an experienced service operations leader looking for your next challenge, we'd love to hear from you.

Requirements

Essential Skills & Experience

 • Experienced in Service Administration, Service Operations or Service Coordination.

• Proven experience in a supervisory or management role.

• Strong leadership and people management skills.

• Excellent organisational, planning and problem-solving abilities.

• Experience using ERP/CRM systems and Microsoft Office.

• Strong understanding of operational reporting, KPIs and performance management.

• Knowledge of invoicing, forecasting and cost control.

• Excellent communication and stakeholder management skills.

• Understanding of Health & Safety and compliance requirements.

Desirable

 • Experience within an engineering, technical or field service environment.

• Knowledge of the water industry or water treatment sector.

• Experience using Protean or similar service management software.

• Understanding of water purification equipment and systems.

Benefits

• Private healthcare

• Purchase extra annual leave