Service Administrator

To provide efficient, accurate, and customer‑focused administrative support to the Service Department, ensuring work orders, warranty claims, parts coordination, and engineer scheduling are completed to Holt JCB standards. The role underpins depot productivity, cashflow, and customer satisfaction by maintaining excellent control of service processes and documentation.

Key Responsibilities:

Service Administration

• Create, update, and close service jobs in Holt JCB's service software.
• Ensure accurate labour, parts, milage, and consumables are recorded.
• Produce an dissue customer estimates and obtain approval.
• Prepare and send service invoices within agreed timescales.
• Petty cash managment for depot and to ensure compliance.

Customer Communication

• Act as the first point of contact for service enquiries.
• Provide updates on job progress, engineer attendance, and machine status.
• Handle customer queries professionally and escalate when required.

Warranty & Compliance

• Prepare and submit warranty claims with correct evidence.
• Track claim progress and chase outstanding credits.
• Esnure service documentation meets JCB and Holt JCB audit standards.

Depot Support

• Holiday and absence recording for records and spotting absence trends & triggers.
• Support Service (when reqruired) with booking engineers.
• Maintain the daily/weekly service planner, as required or providing cover.
• Maintain service records, LOLER files, and machine histories.

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Key Competencies:

• Operational Accuracy & Data Integrity: Processes information with precision and consistency. Spots discrepancies early and resolves them proactively. Maintains audit‑ready records.  Follows structured workflows without deviation.
• Customer Communication & Service Experience: Communicates clearly, promptly, and professionally. Keeps customers informed without being prompted. Manages expectations and prevents misunderstandings.  Builds trust through reliability and transparency.
• Warranty & Compliance Administration: Understands warranty rules, evidence requirements, and JCB processes. Ensures documentation is complete, accurate, and compliant.  Tracks the claims progress and resolves issues quickly. Maintains high standards of governance and audit readiness.
• Planning, Coordination & Workflow Management: Organises workload logically and anticipates upcoming needs. Ensures engineers have everything required before attending site. Maintains accurate daily/weekly planners, Works seamlessly with the Service Controller to keep operations flowing.
• Stakeholder Collaboration & Cross-Depot Support: Builds strong working relationships across Sales, Parts, Service, and Admin.  Shares information proactively and removes blockers.  Supports colleagues during peak periods or absences.  Maintains a calm, solutions‑focused approach
• Problem Solving, Prioritisation & Ownership: Prioritises effectively under pressure. Identifies risks early and takes ownership of solutions. Makes sound decisions based on data and process knowledge.  Follows through on actions until fully resolved.

Personal Attributes:

• Customer Focus: Provide clear, timely communication and build trust.
• Attention to Detail: Ensure accuracy in data-entery, invoicing and documentation.
• Organisation & Prioritisation: Manage multiple tasks in a fast-paced environment.
• Team Collaboration: Work effectively with engineers, parts, sales, and depot management.
• Problem Solving: Identify issues early and takes ownership of solutions.
• Resilience & Composure: Maintains professionalism during high-pressure periods.