Location: Hertford (Full-time, Permanent, Office based)
About Custom
At Custom Intelligent Security, our mission is to advise and deliver the very best in integrated security solutions. We’ve built a team of experts with years of experience in navigating the ever‑changing security landscape. We understand the challenges businesses face in making the right security decisions—and we’re here to help.
We work in close partnership with our clients—ranging from high‑profile sites and government bodies to retailers and small businesses—helping them identify threats, improve loss prevention, manage data, and leverage technology to operate safely and efficiently.
Our people are our greatest asset. We invest in their development and create a culture of open communication and collaboration, with regular events and opportunities to connect across the business.
The Role
We are looking for a highly organised and detail‑focused Service Administrator/Coordinator, ideally with experience in the Electronic Security Industry, to join our team. Based at our Hertford HQ, you will provide first‑line support to our clients and field engineers, ensuring seamless service coordination and exceptional customer experience.
This is a key role requiring strong communication skills, problem‑solving ability, and a proactive approach to service delivery.
Key Responsibilities
- Service Coordination: Receive and log service requests via phone/email, cross‑reference with existing quotes, dispatch engineers or third‑party providers, and request technical support where necessary.
- Scheduling: Organise engineer attendance in line with client expectations and service level agreements (SLAs).
- Client Communication: Keep clients informed throughout the service request lifecycle and ensure accurate records are maintained in Salesforce.
- End-to-End Case Management: Manage each service request from initiation to closeout and invoicing, including quoting for any required follow‑up work.
- Invoicing & Compliance: Ensure timely and accurate invoicing. Follow up on purchase orders and client approvals.
- Internal & External Meetings: Attend service review meetings and, where needed, client service reviews to provide updates on open jobs.
- Relationship Building: Build strong working relationships with clients, subcontractors, and colleagues across the business.
- Health & Safety: Request RAMS and permits as needed from our H&S team.
About You – Skills, Experience & Attributes
- Previous experience in a similar service coordination or administrative role
- Advantageous: Background in the electronic security industry and understanding of security systems
- Preferred: Experience working with international clients and managing communications across multiple time zones
- Highly organised with excellent attention to detail
- Strong verbal and written communication skills
- Confident in Microsoft Word, Excel, and business software
- Able to prioritise, multitask, and work under pressure
- Bonus: Experience with Salesforce
What We Offer
- A collaborative and supportive team environment
- Training and development opportunities
- A culture that values communication, respect, and teamwork
- Company events
- Discounted or free food
- Free on‑site parking
- 24 Days annual leave, plus UK Bank Holidays
Working hours: Monday to Friday – 8.00am – 5.00pm
Location: On‑site in Hertford
(Must be able to reliably commute or plan to relocate before starting)
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