Senior Repairs Administrator

It's an exciting time to come and join the Sepura team. We are on the lookout for a Repair Administrator to play a key role within the Repairs Team.

The Repair Administrator role is key to meet and exceed customer's expectations in the administration, care, reporting and progressing of their repairs and provide excellent level of customer service. As a Repair Administrator you will be managing the process and handling the incoming and outgoing devices returned by Sepura Customers.

Come and join Sepura Ltd at an exciting time of growth and progress your career within this innovative technology company, based in Waterbeach, Cambridge.

Our Repairs team provides a number of services to its customers for the in-life maintenance and support of Sepura devices. As a Senior Repair Administrator, your role will be to handle the day-to-day administration of the repairs service, the disposal service as well as liaise and support to Sepura's partner repair centres.

The role will involve working with customers to administer the repair and disposal of devices as well as handling enquiries about the Repairs services.

Your role will monitor and report the workload and liaise with resource managers and service leads in order to meet both the business objectives and the customer expectation for these services.

In addition, as a senior administrator, your role will be expected to schedule and administer the systems and services including reporting and external repairs centres. This includes administration of the external repair centre contracts through providing a point of contact for support, monitoring and reporting on activities as well as undertaking audits.

You will be a senior member of the team and support the manager in developing processes and performance. You will be expected to be involved in continuous improvement activities to enhance and develop the service including audits and proactively taking action to escalation potential failures in SLAs.

The activities you will be expected to deliver include all administrative duties relating to the day-to-day activities for delivery of Repairs, Disposal and support to External Repairs Centres.

• Administration of inbound and outbound devices for repair or secure disposal
• Supporting customers on day-to-day enquiries received by the Repair centre
• Responsible for the scheduling and delivery of the secure device disposal services offered by Sepura in line with the agreed service levels and security requirements.
• Support the management of Sepura Repairs services
• Monitoring and reporting on the throughput of the repairs and disposal services
• Local administration of Sepura business systems used within the repairs team area
• Administration of external repair centre contracts

The role will involve some overseas and UK travel so the successful applicant will have a full, clean driving licence, own car, and valid passport. Travel expenses will be paid.

UK Security Clearance (SC) and NPPV3 clearance will be required for the role.

• Higher level education. This could be a GNVQ, BTEC or A Levels.
• Excellent written and verbal communication skills to be able to respond to customers over phone/Teams calls, emails and in person.
• Strong customer focus and background in working within B2B professional services and liaising with customers and partners.
• Proficiency in Microsoft Excel and Word for reporting, scheduling and creating documentation.
• Experience in working with a CRM and/or repair tracking systems to manage workflows and customer returns.
• Demonstrable knowledge of practices and standards related to working within and technical, electronic product company
• High attention to detail and the ability to undertake data analysis skills to interpret reports, trends and inform operational decisions.
• Able to demonstrate a process driven mindset to follow and improve service processes in delivering results for customer services.
• A track record in meeting deadlines and managing multiple tasks through effective time management and prioritisation.
• An ability to work cross-functionally with internal teams and external partners.

• ISO9001 (or similar) auditor accreditation
• Professional qualifications in process improvement (e.g. Six sigma Yellow or Green belt)
• IPC certifications relevant to repair and maintenance of electronic equipment (e.g. IPC 610/7711/7721)

• Understanding of data protection and confidentiality, especially when handling customer and equipment information.
• Technical knowledge to be able to collaborate with engineers and technicians
• Strong problem-solving skills to identify and resolve service issues.
• Experience with applying standards within a workplace environment, e.g. for Health and Safety at work, ISO 9001, ISO 27001, ISO 14001, COSHH
• Familiarity with delivery of training on processes, tools and/or technical training.

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