Service Administration Manager

We are currently seeking a highly motivated and organised customer service manager responsible for leading and developing the service administrative team that supports the field service function.

As the Service Administration Manager, you will ensure the smooth operation of all office based coordination, scheduling support, customer communication, documentation and service administration.

This role works closely with the Field Service Manager to ensure seamless operational alignment, effective communication, and high-quality customer service delivery.

This is a permanent role, 38 hours a week.

The Benefits

• Annual salary of up to £40,000
• Annual bonus based on company performance
• Company sick pay

Location

Our new, clean, and bright 63,000 sq. ft. site in Heywood, Lancashire, is the largest containment factory in the North West, conveniently located just minutes from the M66 and M62 motorways. We've invested £1m in our state of the art facility, with cutting edge machinery and excellent staff facilities.

About us

Envair Technology have been manufacturing world class clean air and containment equipment for the healthcare and pharmaceutical industries since 1972. Our mission is to engineer controlled environments that keep people and products safe from airborne hazards.

Our products, including isolators, laminar airflow cabinets, and microbiological safety cabinets, play a vital role in healthcare. They are used to prepare chemotherapy treatments for cancer patients, facilitate the discovery of new therapies for Alzheimer's disease and ensure the safe testing of samples in hospitals. When you work at Envair Technology, you'll know that you're contributing to something truly valuable - supporting the NHS and private hospitals throughout Europe.

We've experienced strong growth in demand for our products in recent years, and as industry leaders, we are committed to innovation. We look for people who share our values: taking pride in their work, being ambitious and inventive, supporting colleagues, and collaborating effectively as a team.

Your Role

As the Service Administration Manager you will:

• Lead, coach and develop the Field Service Administration team
• Oversee daily workloads, task prioritisation and resource allocation within the admin team
• Conduct regular 1:1s, team meetings and performance reviews
• Foster a positive, collaborative and solutions-focused team culture
• Handle daily customer enquiries via email, ensuring timely, professional and accurate responses
• Be responsible for tasks including quoting, scheduling, job allocation, invoicing and liaising with customers
• Act as an escalation point for administrative or service-related customer issues
• Ensure all customer touchpoints are managed efficiently and with a customer-first approach
• Ensure the timely and accurate processing of service jobs, PPM work, customer requests and field service documentation
• Oversee scheduling for all fields service engineers' jobs, optimising costs and ensuring invoicing is completed in a timely manner
• Be responsible for setting up and onboarding new customers
• Attend meetings with customers to maximise scheduling of service requirement
• Maintain accurate records, reports and service logs, understanding customer contract requirements and ensuring clean room reports are set to customers in a timely manner
• Manage inboxes, communication workflows and internal queries, ensuring SLAs are adhered to
• Review and optimise administrative processes to increase efficiency and reduce delays
• Work with the Field Services Manager to implement automation of CRM software
• Ensure compliance with internal policies, contractual requirements and regulatory standards
• Implement best practices in service administration, documentation and workflow management
• Produce regular performance reports for service administration activities
• Monitor team KPIs and identify opportunities for improvement
• Provide feedback to management on resource needs, training requirements and process gaps.

About You

We are looking for a highly motivated and organised customer service manager with the following attributes:

• Previous administrative management or team leader experience within a busy environment, ideally within a service or engineering industry
• Excellent organisational skills
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Proficiency with CRM, preferably Job Logic and customer service help desk software such as Zoho Desk and MS Office/365 systems
• Strong problem solving and decision making skills
• Ability to work collaboratively across teams and departments
• Customer focused mindset with professional communication
• Experience improving administrative processes
• Calm and composed approach in fast paced or high pressure environments

Envair Technology are an equal opportunities employer. We value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.