Service Administrator
Origin Fitness is a UK based distributor and manufacturer of commercial fitness equipment. Origin works with both distributors and commercial operators to combine both equipment provision and a range of support services which include gym design, marketing, training and servicing.
We are an innovative, growing company working towards our vision of being the best commercial fitness equipment supplier in the UK. We are passionate about delivering the best customer service experience and pride ourselves on building lasting relationships with our customers.
Our core company values drive our strategy and behaviours, creating a positive culture within the business.
We are currently looking to grow our market share in the UK and internationally, with Service being a key part in the company’s strategy towards achieving this.
Department role
The service team play a critical role in achieving our business objectives, by ensuring that they provide the best service to our customers and ensuring the maintenance and repair of the Fitness Equipment sold by Origin Fitness. Reporting to the Service Manager, this is an exciting opportunity to be part of our Service & Repair Team.
Job description
Origin Fitness is seeking a motivated individual to join its Service department. The ideal candidate should have prior experience in customer service and possess an understanding of a parts warehouse or workshop environment. You will be responsible for managing customer expectations, minimising downtime on customer machines by accurately logging faults, assisting with diagnosis at the point of call where possible, and meeting the Service Level Agreements set by the Company.
As an experienced administrator, you should be highly organised and able to multitask with ease. Your primary responsibility will be to ensure that customer interactions with the organisation are positive and that customers are satisfied. You will be required to take customer phone calls, respond to their inquiries and complaints, all while remaining polite and professional. Since service is vital to increasing customer satisfaction, your job is essential to the overall success of the company. The successful applicant will be able to fulfil the role of helping customers receive the help and support they need when working with Origin Fitness and our products.
Responsibilities
- Communicate with customers via phone and email to provide information and assistance related to services and maintenance.
- Plan and coordinate the routes of engineers, schedule service repairs and call-outs in compliance with company agreements and Key Performance Indicators.
- Follow internal procedures to efficiently record and maintain database information.
- Collaborate closely with and support existing team members at all times.
- Meet productivity standards, Key Performance Indicators and goals, while maintaining the highest level of customer service.
- Liaise with internal company departments to ensure that all customer experiences are of the highest standard.
- Document customer interactions, inquiries, complaints, or comments, as well as actions taken.
- Utilise computer systems to track, gather information, and/ or troubleshoot customer issues.
- Refer unresolved customer issues to designated departments or Service Manager for resolution.
- This role requires a high level of organisation, attention to detail, and a strong work ethic to ensure customer satisfaction and operational efficiency.
Qualifications & Experience
- Strong computer literacy in Microsoft Word, Excel, and email is essential
- Previous experience of Microsoft Dynamics Business Central/Navision(NAV)
- The ability to work on your own initiative is essential
- Excellent verbal and written communication skills
- Excellent organisational and time-management skills
- A quick learner with problem-solving attitude, especially within tight deadlines, is necessary.
- A high level of attention to detail is required.
- The ability to work well in a team
- A minimum of 2 years of administrative/service experience
- Previous workshop/service or parts warehouse experience is desired.
- A proactive attitude and strong work ethic, with a willingness to go the extra mile to support the team and customers.
Working for Origin
- Be part of a vibrant, growing company with 55 staff
- Training and support to help diversify and specialise your skills
- Opportunities to develop your career and progress within the business
- Regular 121s and a personal development plan
- Free to use staff gym at head office
- Free staff car parking at head office
- Regular staff events
- Free tea, coffee and fruit
- Cycle to work scheme
- 28 days annual leave inclusive of Bank Holidays and we close for 3 days between Christmas and New Year to give everyone a restful break. 33 days holiday after 5 years’ service
- A joint contributory pension scheme
- Health Benefits Package
- Staff Merchandise
- Origin Fitness equipment at cost price