Contact Centre Administrator

Sureserve; Liverpool; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading compliance and energy services provider in Liverpool is looking for a Contact Centre Administrator. This role involves providing outstanding customer service for social housing clients, coordinating engineering tasks, and managing customer inquiries. Candidates should have experience in contract administration, excellent communication skills, and be proficient in MS Office. This position offers £26,208 per annum along with various benefits including a contributory pension and employee assistance programmes.

Benefits

£26,208 per annum

Contributory pension scheme

Life assurance

20 days + Bank holidays

Enhanced family friendly policies

Retail discounts

Virtual GP service

Employee Assistance Programme

Bike2Work Scheme

Career growth opportunities

Employee engagement events

Qualifications

• Practical experience in contract administration, ideally in the gas or energy sector.
• Confident communication with clients and residents.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Coordinate and schedule engineering tasks for optimal resource allocation.
• Manage customer complaints ensuring swift resolution.
• Liaise with engineers on job timelines.

Skills

Contract administration experience

Excellent communication skills

Strong organisational skills

Ability to work under pressure

IT literate with MS Office

Job description

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well‑positioned to support our clients now and in the future

Please note these roles are fixed term until end of March 2026, with the possibility of it becoming permanent.

Role Overview:

Contact Centre Administrators are a key part of our team, providing frontline support and outstanding customer service for our social housing and public sector clients. Serving as the primary point of contact for customer service inquiries. Ensuring seamless operations between our engineering teams and customers, maintaining high standards of service delivery and contractual compliance.

Key Responsibilities:

• Coordinate and schedule engineering tasks for both planned works and responsive repairs ensuring optimal allocation of resources
• Maintain and update work schedules, following up on incomplete jobs, rescheduling or adjusting for any changes or emergencies
• Liaise with engineers to confirm availability and job completion timelines
• Manage customer complaints and issues, ensuring swift resolution and maintaining customer satisfaction or escalating where necessary

Skills & Experience

• Practical experience in contract administration, or similar, ideally within the gas or energy sector
• Excellent communication skills gained within a customer focused capacity and confident communicating with clients, residents, engineers and management effectively
• Strong organisational skills with the ability to manage multiple tasks simultaneously and prioritise effectively
• Ability to work under pressure, managing challenging situations calmly with problem/decision making skills
• Adaptable and flexible to deal with fast changing situations and environments, an agile mindset
• IT literate with proficiency in in MS Office (Word, Excel, Access) and have the ability to learn new systems quickly

What we offer?

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £26,208 per annum
• Contributory pension scheme
• Life assurance
• 20 days + Bank holidays (service based increasing holiday scheme)
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and “Employee Voice” programmes
• Strong opportunities for career growth and development
• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact [e-mail].

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.