Administration and Service Co-ordinator Assistant - Modern Apprenticeship - 18495

Contract: Fixed Term - 12 months
Salary: £14,723 per annum
Employer: An energy service company 
Closing Date: This position will close when a suitable candidate is found

You will undertake a variety of tasks to support the allocation and coordination of reactive, planned, and service installation works between clients and engineering staff. Full training on systems, processes, and service coordination will be provided, and you will work towards SCQF Level 6 in Business and Administration.

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Employer:       
 
An energy service company which focuses on local renewables based in west Edinburgh.
 
Environment:
 
Office based working in a team, the objective of this role is to focus on the expected team behaviours for achieving significant results and outcomes for the business helping our business to maintain its leading-edge status within the industry and our reputation with our customers.
 
What might a day in this role look like?
 
The role will support the allocation and coordination of reactive, planned, and service installation works between clients and engineering staff. This role is designed to develop the skills, behaviours, and knowledge required to progress into a fully competent Service Coordinator position, while supporting our commitment to high service standards and customer satisfaction.

Key Responsibilities & Accountabilities:
 

• learn and demonstrate effective team behaviours that contribute to positive business outcomes
• develop an understanding of service delivery within the Fire and Security Service environment
• support the business in maintaining its industry-leading reputation and strong customer relationships.

 
Under supervision and with ongoing training, you will undertake a variety of tasks including:
 
Service Desk & Call Handling:
 

• assist with incoming service calls and service requests
• log jobs accurately on internal systems
• learn how to prioritise reactive and planned works.

 
Job Allocation & Coordination:
 

• support the allocation of jobs to Field/Service Technicians and approved subcontractors
• assist with coordinating engineer revisits and maintenance schedules
• help distribute maintenance visits and pre-planned works.

 
Administration & Systems:
 

• review electronic timesheets with guidance
• update client portals and internal systems accurately
• assist with on-call administration and system updates
• support the creation and issuing of job packs.

 
Client & Engineer Communication:
 

• help arrange reactive and planned maintenance appointments with end users
• issue pre-planned maintenance schedules to Clients and Service Managers
• maintain professional communication with Clients, Engineers, and internal teams.

 
Performance & Reporting:
 

• support pending call reporting and escalation processes
• learn how maintenance KPIs are monitored and achieved
• assist with tracking and reducing WAIT information
• liaise with Service and Operations Managers regarding performance data.

 
What will I learn?
 

• SCQF Level 6 in Business and Administration
• Full training provided on systems, processes, and service coordination
• Ongoing mentoring from experienced Service Coordinators and Managers
• Opportunity to progress into a Service Coordinator role upon successful completion of training.

 
What qualifications/skills are required?
 
Skills & Attributes (Trainee Level):
 

• Strong communication and organisational skills
• Willingness to learn and take on responsibility
• Ability to work in a fast-paced environment
• Good attention to detail and time management
• Basic IT skills (training provided on company systems).

 
The knowledge, skills, qualifications and experience relevant to the position:
 

• Administration experience
• Computer literacy skills
• Adaptable and flexible in approach to work required
• Excellent interpersonal skills
• Reliable.

 
The core support team competency framework for the position:
 

• Teamwork - actively contributes to the team and strives to improve teams’ effectiveness through personal commitment
• Planning, Organising & Executing – able to understand the priorities, plan and organise the work and manage own time to deliver within the expected timescales
• Communication – communicates clearly and concisely, impressing others and ensuring understanding of a relevant information in all circumstances
• Commercial Awareness – understands the importance for managing costs and expense, applying the necessary controls
• Risk Management – is aware on the impact on risk to the business and applies the necessary controls
• Adaptability – is responsive and open to changing circumstances
• Drive for Excellence – aims to deliver a high standard of work
• Self-Motivation and Development – is confident in own ability and is motivated to deliver, using opportunities to further develop
• Customer Awareness – responsive to the needs of the customer and aims to deliver customer satisfaction.

 
All employees are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy.
 

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