Pelican Engineering Company (Sales) Limited
Service Admin Manager
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About Us:
Pelican Bus + Coach is a fourth-generation family business and part of the Pelican Engineering Group. Since being appointed the exclusive UK and Ireland importer for Yutong in 2014, we have become one of the UK's leading suppliers of zero and low-emission buses and coaches.
From just 19 vehicles sold in our first year, we have grown to support more than 2,000 Yutong buses and coaches in service across the UK, backed by continuous investment in our people, facilities, training, aftersales support, and industry-leading parts availability.
Our commitment to customer support has driven significant expansion in recent years. Following the opening of our purpose-built showroom and service centre in 2018, we have continued to invest in our infrastructure with a dedicated National Parts Distribution Centre in 2022 and an expanded showroom and service facility in 2023.
Our original premises continue to support our 'Completed in the UK' programme, ensuring every vehicle is prepared to the highest standards before entering service.
As our business continues to grow, we're looking for talented people to join our team and help deliver the exceptional service our customers expect.
Job Description:
We are looking for an experienced and proactive Service Administration Manager to lead our Service Administration Team within our busy Aftersales Department.
You will be responsible for overseeing the day-to-day operation of the service administration function, ensuring accurate job processing, warranty administration, invoicing, and customer communication, while driving high levels of efficiency, compliance, and customer service.
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Leading a team of Service and Warranty Administrators, you'll play a key role in supporting the workshop, improving processes, and ensuring manufacturer and company standards are consistently achieved.
Key Responsibilities:
- Lead, manage, and develop the Service Administration Team, including Service and Warranty Administrators.
- Allocate workloads effectively to ensure service administration activities are completed accurately and within agreed timescales.
- Oversee service call handling, job processing, invoicing, and customer communication, ensuring a high standard of customer service at all times.
- Monitor Work in Progress (WIP), ensuring documentation is complete, accurate, and progressed efficiently.
- Liaise with Workshop Controllers, Engineers, and other departments to maintain an efficient workflow and timely completion of jobs.
- Ensure all manufacturer warranty claims are submitted accurately and within required timescales to maximise recovery and minimise write-offs.
- Monitor rejected warranty claims, investigate root causes, and implement corrective actions to improve claim acceptance rates.
- Maintain regular communication with manufacturers regarding warranty performance, service issues, compliance, and procedural updates.
- Manage supplier accounts associated with the Aftersales Department, ensuring documentation and payments are processed in line with agreed terms.
- Complete monthly settlements, debtor reconciliations, and other financial administration accurately and on time.
- Produce and analyse departmental reports covering WIP, warranty recovery, write-offs, service administration performance, and other key operational KPIs.
- Support excellent customer service by responding to customer enquiries and resolving complaints professionally and efficiently.
- Identify and implement opportunities to improve departmental processes, controls, and overall team efficiency.
- Ensure compliance with company policies, manufacturer requirements, and administrative procedures.
- Support recruitment, onboarding, training, coaching, and performance management within the Service Administration Team.
- Carry out any other duties reasonably required to support the efficient operation of the Aftersales Department.
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What We're Looking For
- Previous experience managing an administration team, ideally within the automotive, commercial vehicle, fleet, or transport industry.
- Experience of service administration, warranty processes, or aftersales operations would be highly advantageous.
- Strong leadership and people management skills.
- Excellent organisational skills with the ability to prioritise multiple tasks.
- Strong communication and customer service skills.
- High attention to detail and accuracy.
- Confident using Microsoft Office and dealer management systems.
- A proactive approach with a commitment to continuous improvement.
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