Customer Experience Helpdesk Administrator

ISS UK Limited; Portsmouth; Sur place; GBP 21 000 - 27 000; Plein temps

Résumé du poste

ISS UK Limited is seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems. The role focuses on accurate logging, prioritisation and timely processing within agreed service levels to deliver a professional customer experience.

You will collaborate with clients, contractors, suppliers and internal teams, resolving issues proactively and maintaining system accuracy while upholding high service standards and

Qualifications

• Excellent communication, active listening and customer service skills.
• Accurate and efficient administration and data entry skills.
• Strong organisational, multitasking and problem-solving abilities.

Responsabilités

• Manage Helpdesk requests received via telephone, email and online systems, ensuring accurate logging and processing.
• Ensure all jobs are managed within agreed SLAs, KPIs and priority response times.
• Administer and maintain Helpdesk systems, including MyMCS and ID&V, ensuring data is accurate and up to date.
• Liaise with clients, site contacts, contractors, suppliers and service partners to coordinate works and resolve issues.
• Monitor and manage customer complaints, escalations and feedback, ensuring timely resolution and communication.
• Support Helpdesk operations, including telephony cover, self-service requests, email management, surveys and courier requests.
• Communicate essential information effectively to internal and external stakeholders.
• Contribute to continuous improvement by maintaining knowledge of systems, processes, procedures and services while ensuring compliance with company policies and standards.

Connaissances

Communication skills

Active listening

Customer service

Data entry

Microsoft Word

Microsoft Excel

Organisational skills

Team player

Problem solving

Outils

MyMCS

ID&V

Description du poste

ISS UK Limited is seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems. The role focuses on accurate logging, prioritisation and timely processing within agreed service levels to deliver a professional customer experience.

You will collaborate with clients, contractors, suppliers and internal teams, resolving issues proactively and maintaining system accuracy while upholding high service standards and