Job type – Full-time, permanent — 40 hours per week
Expected start date – November 2026 or sooner
Reference ID – Admin Role 26
Company Overview
Westward Energy Services Ltd is a long-established South Wales heating, renewable and electrical services business, operating from modern offices in Pontardawe in the Swansea Valley.
With over 30 years’ experience, Westward is trusted by domestic customers, housing associations, local authorities and commercial clients for reliable service, maintenance and installation support.
The company’s services include boiler servicing, heating breakdown support, boiler replacement and upgrades, care packages, commercial and industrial energy services, solar thermal servicing and maintenance, Solar PV and renewables.
As a GAS SAFE and OFTEC registered company with ISO accreditations, Westward places strong emphasis on safety, quality, customer care and efficient job management.
The Role
We are seeking a proactive, organised and customer-focused Servicing Administrator to join our busy Pontardawe office. The role will predominantly support the servicing department, while also assisting with wider service, maintenance and installation administration across South Wales.
The successful candidate will be confident dealing with customers, engineers, suppliers and colleagues, able to manage competing priorities and committed to providing accurate, timely administrative support in a fast-paced service environment.
Key Responsibilities
- Act as a first point of contact for customers, clients, engineers and suppliers, answering calls professionally and logging enquiries accurately.
- Use company systems to record, update and track servicing, breakdown, maintenance and installation jobs from initial contact through to completion.
- Coordinate engineer diaries, workloads and appointments, supporting the smooth scheduling of routine servicing visits and other customer jobs.
- Raise quotes, process paperwork and support administration for planned servicing, reactive repairs, heating upgrades and related works.
- Ordering parts and liaising with suppliers and engineers to support timely completion of customer jobs.
- Maintain accurate servicing records, documentation and filing in line with company procedures and customer requirements.
- Communicate with domestic customers, housing partners, local authorities and commercial clients in a helpful and professional manner.
- Support general office administration, including correspondence, office supplies, inventory and day-to-day team support.
- Work collaboratively with colleagues to help deliver a reliable, responsive and high-quality service.
What We Are Looking For
We are looking for someone who takes pride in doing things properly, communicates clearly and understands the importance of accuracy in a service-led environment. Heating industry experience is not essential, but confidence using systems, supporting scheduling activity and keeping clear records is important.
- Minimum 1 year’s experience in an office-based administrative, scheduling, coordination or customer service role.
- Confident telephone manner with the ability to respond calmly and professionally to a range of customer enquiries.
- Strong organisational skills, with the ability to prioritise workload, manage competing demands and keep accurate records.
- Good attention to detail when logging calls, updating records, processing paperwork, ordering parts and sharing information.
- Proficient in Microsoft Office, particularly Outlook, Word and Excel, with willingness to learn company-specific job management systems.
- Proactive, practical approach with the confidence to follow up queries, solve problems and keep work moving.
- Ability to work well as part of a busy team while also managing individual tasks independently.
- Reliable, adaptable and able to remain organised under pressure.
- Professional and discreet when handling customer, contract and business information, with an understanding of GDPR and confidentiality.
- Experience in a trade, construction, housing, facilities, maintenance, plumbing, heating, electrical or servicing environment.
- Experience coordinating engineers, contractors, field-based staff or scheduled works.
- Familiarity with call logging, job management, scheduling or CRM systems.
- Understanding of safety, quality standards, customer service and accurate record keeping in a regulated service environment.
- Experience ordering parts, materials or stock and liaising with suppliers.
- Company pension
- Supportive team environment
- Healthcare benefits
- Increased holiday entitlement with length of service
- Professional development opportunities
- Friends and family heating discount packages
Schedule
This is a full-time, office-based role working Monday to Friday. The post may also require participation in a Saturday morning cover rota and additional winter support rota, in line with business needs.
Education:
GCSE or equivalent, including Maths and English at grades A–C or equivalent.
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