Location: Manse Lane, Knaresborough, HG5 8LF
Reports to: Service Manager
Employment Type: Full-time, Monday to Friday, 8:00 a.m. – 4:30 p.m.
Salary: £26,000 – £30,500 (depending on experience)
Company Overview
Andway Healthcare Ltd is a trusted partner to care homes across the UK, providing quality healthcare products, service solutions, and reliable support. We’re passionate about improving care through outstanding service and teamwork. As a family-run business with over 25 years’ experience, we take pride in our friendly culture and our commitment to doing the right thing for our customers.
Role Overview
The Service Support Administrator plays a vital role in supporting the Service Manager and field engineers to deliver smooth, efficient, and high-quality service to our customers. This includes coordinating appointments, managing parts and stock, and providing essential administrative support to ensure service excellence.
In addition to your main responsibilities, you will also provide support to the Customer Services Executive as needed — for example, by assisting with customer calls, enquiries, or account updates during absence, holidays, or busy periods. This teamwork ensures a consistent and reliable customer experience across the business.
Key Responsibilities
Service Coordination & Scheduling
- Log and manage service jobs and call-outs via customer portals and email
- Schedule and confirm appointments for engineers, communicating clearly with customers
- Monitor and adjust engineer schedules as priorities change
- Maintain accurate service records and job documentation in SimPRO
Administrative Support
- Process quotations, purchase orders, and invoices accurately and promptly
- Prepare reports and assist with compliance documentation
- Support the Service Manager with monitoring performance metrics and team coordination
Parts & Stock Management
- Order and track parts for both scheduled and emergency work
- Liaise with suppliers to confirm delivery timelines and resolve issues
- Maintain accurate records of stock movements and usage
Customer & Cross-Functional Support
- Communicate professionally with customers to provide updates and resolve queries
- Collaborate closely with engineers, the Service Manager, and the Customer Services team
- Provide cover and support for the Customer Services Executive role during absence or high demand — including handling customer calls, order processing, and general enquiries
Skills and Experience
Essential:
- Excellent organisational and planning skills
- Strong attention to detail and accuracy in data entry
- Good IT skills, ideally with experience using SimPRO or similar systems
- Effective communication and teamwork abilities
- Ability to manage priorities and work under pressure
Desirable:
- Previous experience in a service coordination or administrative role
- Familiarity with stock and parts management
- Understanding of technical or engineering environments
Personal Attributes
- Proactive, reliable, and adaptable
- Strong team player with a willingness to support others
- Professional and customer-focused attitude
- Flexible and open to learning new systems and processes
Benefits
- 25 days annual leave plus UK bank holidays
- Company pension
- Employee discount
- Free on-site parking
- Casual dress
- Professional development and training opportunities
- Supportive, team-oriented working culture
Notes: The post holder is expected to demonstrate flexibility in meeting the operational needs of the business. They may be required to undertake additional tasks or responsibilities, or respond to reasonable requests made by their manager, which are appropriate to the role and its level of responsibility. This includes but is not limited to supporting ad hoc projects, assisting colleagues, and adapting to changing priorities as necessary.