24/7 Service Centre Admin & Customer Support

ISS Facility Services UK; Portsmouth; On-site; GBP 22,000 - 31,000; Full time

Job summary

ISS Facility Services UK is seeking a Customer Service Administrator to support a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and to agreed standards. The role involves accurate management of service requests and clear communication with customers and partners.

You will work in a fast-paced environment, contributing to service excellence and continuous improvement while ensuring SLAs and quality standards are met.

Qualifications

• Outstanding active listening and communication skills.
• Strong data entry accuracy and attention to detail.
• Customer-focused with experience handling queries and complaints.
• Professional telephone manner and teamwork.
• Flexible and adaptable to changing requirements.
• Strong organisational and multitasking abilities.
• Proficiency in Microsoft Word and Excel.
• Willingness to learn new systems and processes quickly.
• Proactive, self-motivated approach to work.
• Familiarity with problem-solving techniques.

Responsibilities

• Action Helpdesk requests via telephone, email and online channels.
• Ensure all jobs are processed in line with SLAs and priority times.
• Maintain and update the MyMCS system with accurate data.
• Liaise with site contacts, suppliers and partners to complete work requests.
• Process client self-service requests and update the ID&V system.
• Support telephony by handling calls and recording service requests.
• Provide administrative support including emails, surveys, meeting room reports, courier requests.
• Monitor performance and escalate complaints as needed.

Skills

Active listening

Verbal & written communication

Data entry

Customer focus

Telephone manner

Teamwork

Flexibility

Organisational skills

Multitasking

Tools

Microsoft Word

Microsoft Excel

Job description

ISS Facility Services UK is seeking a Customer Service Administrator to support a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and to agreed standards. The role involves accurate management of service requests and clear communication with customers and partners.

You will work in a fast-paced environment, contributing to service excellence and continuous improvement while ensuring SLAs and quality standards are met.