Automation & Customer Experience Administrator

Principal I Ltd; Horsham; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Induction and ongoing training

PD sponsorship

Career progression

AI and automation exposure

37.5 hours per week

23 days annual leave + birthday

Free onsite parking

Pension scheme

Eye care scheme

Job summary

Principal I Ltd in Horsham (On-Site) seeks an experienced administrator to oversee Managed Services and customer support operations. You will improve efficiency through automation, own key processes, and mentor colleagues as the function grows.

You’ll collaborate with multiple teams, manage data, and help deliver consistently excellent customer experiences while supporting continuous improvement and AI-powered initiatives.

Qualifications

• 2+ years' experience in service administration, service desk or managed services environment.
• Excellent organisational and time management skills.
• Strong customer service focus with an excellent telephone manner.
• Ability to prioritise multiple workloads whilst maintaining accuracy.
• Excellent attention to detail.
• Strong communication and interpersonal skills.
• A proactive, solution-focused approach.
• Confidence working with multiple systems and Microsoft Office.
• Strong IT literacy with an interest in AI, automation and process improvement.
• Experience analysing data and identifying trends.
• Ability to work collaboratively across departments.
• Confidence challenging existing processes and suggesting improvements.
• Experience supporting or mentoring colleagues would be advantageous.

Responsibilities

• Lead and oversee daily operational workflows across the Managed Services function.
• Manage and improve data collection processes from various sources.
• Monitor service usage trends and escalate issues proactively.
• Own the consumables and supplies process including forecasting and supplier coordination.
• Be a key stakeholder in digital ordering and automation system development.
• Champion process improvement for automation and better customer experience.
• Handle customer calls professionally with swift resolutions.
• Collaborate with internal teams and third-party suppliers to maintain delivery.

Skills

Organisational skills

Customer service

Time management

Communication skills

IT literacy

Data analysis

Cross-department collaboration

Process improvement mindset

Mentoring experience

AI & automation interest

Microsoft Office

Tools

Microsoft Office

Data analysis tools

Job description

Principal I Ltd in Horsham (On-Site) seeks an experienced administrator to oversee Managed Services and customer support operations. You will improve efficiency through automation, own key processes, and mentor colleagues as the function grows.

You’ll collaborate with multiple teams, manage data, and help deliver consistently excellent customer experiences while supporting continuous improvement and AI-powered initiatives.