Customer Service Administrator

TWI; Cambridge; On-site; GBP 26,000 - 30,000; Full time

Job summary

TWI Cambridge is seeking a Customer Service Administrator to join the Training Centre’s Administration Team, providing administration support to Training & Examination Services. The role is office-based and suited to someone who communicates well, meets deadlines, and delivers excellent customer service to UK and international customers.

You will handle training programmes administration, bookings via Achiever, respond to enquiries, and maintain accurate records, with a strong focus on

Qualifications

• Role requires strong customer service and administration skills.
• Organised with ability to prioritise multiple deadlines.
• Excellent telephone manner and communication ability.

Responsibilities

• Provide administrative support for training programmes and manage bookings.
• Respond to customer enquiries via email or telephone regarding training and examinations.
• Maintain records in Achiever and ensure up-to-date joining instructions.
• Assist with certification and examination administration and results.
• Support colleagues and help improve internal processes.

Skills

Customer service

Administrative support

Telephone etiquette

Teamwork

Tools

Achiever

Job description

Customer Service Administrator

Customer Service Administrator

TES

Location : Cambridge

Contract : 12 Month Fixed Term (Maternity Cover)

Hours : Full time (Monday-Thursday 8.30am-4.30pm, Friday 8.30am-4.15pm)

Job Profile : Business Support Administrator

Salary/annum : £25,500.00-£30,000.00

Reference number : JR100917

Closing Date : 27 October 2026

Description of role:

You will be part of the Training Centre’s Administration Team, providing administration assistance and support to the Training & Examination Services. The Training Centre’s team work closely together, therefore you will need to be team orientated and have the ability to communicate at a number of different levels. You will have an excellent telephone manner, the ability to demonstrate an organised approach to meet multiple deadlines and to prioritise tasks using creativity to resolve problems. You will demonstrate sharp attention to detail, willingness to challenge and develop themselves and an awareness of the importance of excellent customer service as you will be dealing with customers both in the UK and globally.

Main duties include:

• Providing administrative support for training programmes, prioritising incoming work to meet internal and external customer requirements and working to deadlines.
• Dealing with customer enquiries via email or telephone regarding training courses, examinations and other general enquiries.
• Utilising Achiever, TWI’s corporate database to process training & exam bookings and exam results.
• Issue customers with up to date joining instructions and provide any other information as required.
• Ensure up-to-date knowledge of requirements of certification schemes and authorities.
• Responsibility for keeping comprehensive records of training and examination delegates.
• Ensure all records and documentation requirements are filed and maintained to a high standard.
• Support the training departments Lecturers, Invigilators and Examiners in administrative duties.
• Work with the team to continue to develop and improve current in-house systems
• Other ad hoc administrative tasks as required

This role is office based.

For further details, please follow the Job Description link below :

https://www.twi-global.com/pdfs/careers/JD-Customer-Services-Administrator-Cambridge-Maternity-Cover.pdf

About us:

TWI Ltd is a world expert in engineering, materials and joining technologies with significant property assets. We provide industry with advice and know-how in design, fabrication, failure analysis and prevention.

We offer opportunities to collaborate with inspiring and expert teams and a supportive environment in which you are actively encouraged to share your ideas and continually develop your own skills and knowledge.

If you are looking to join an organisation that is fuelled by innovation, teamwork, and openness, this role could be for you.

Diversity statement:

TWI Ltd is committed to treating all employees fairly and to being an inclusive employer. Our aim is to create a work environment where our employees can reach their full potential. We put Equality, Diversity and Inclusion at the heart of our people practices to attract, develop and retain the best talent.

Inclusion:

We recognise that it’s the differences of our people that gives us our competitive edge and enables us to maintain our world leading reputation. This is why we are committed to ensuring there is diversity across every level of our organisation; representative of the Members and societies we serve. We have made Inclusion our number one corporate value to demonstrate our commitment to ensure it is at the core of everything we do at TWI.

Disability Confident Scheme :

We are pleased to confirm that we have achieved the first stage accreditation, which means we are a ‘Disability Confident Employer’. This is a government-supported scheme that supports organisations like TWI to make the most of the talents that people with disability can bring to our workplace. The scheme helps us recruit and retain great people; draw from the widest possible pool of talent; secure high-quality employees who are skilled, loyal and hardworking; and improve employee morale and commitment by demonstrating that we treat all of our people fairly.

If you require any additional support during your application, interview or any other aspect of our recruitment process please reach out to [e-mail]

Why work for TWI?

We offer a competitive salary, share-in-success bonus scheme, generous pension scheme (both employee contribution (flexible amount) and TWI contribution (up to 10% of salary), holiday (20 days + 5 Corporate days + 8 bank holiday’s), private health and dental cover, career development and training, onsite employee restaurant, onsite gym, day nursery available for companies on Granta Park (Cambridge) site (subject to availability), onsite parking and more.

We know that balancing work and personal life can at times be challenging. This is why we continue to review and implement family friendly policies including hybrid working, flexible working, enhanced maternity pay and paid parental leave.

Working hours:

36 hours per week (full time), 8.30am -16.30pm Monday to Thursday (finishing at 16.15pm on Friday). Part-time and hybrid working available in some roles.

Artificial Intelligence:

At TWI, we want you to know that your application is in good hands. We do not use AI tools or automated systems to review or sift through applications. Instead, every application is personally reviewed by the hiring manager. We believe in being open and transparent with our candidates, and we’re committed to giving your application the attention it deserves.

TWI Culture

As one of the world’s leading independent research and technology organisations, we are committed to attracting, motivating and retaining the best talent from around the world. Our goal is to develop the next generation of experts to address future industry challenges.

We are committed to creating a culture that recognises and respects the differences between people while valuing the contribution everyone makes to TWI.

The diversity of our staff and students makes a positive and important contribution to our continuing success.

TWI offers a comprehensive training programme, incorporating both in-house and external courses to support staff development.

TWI Values:

Our six values provide a point of reference for the way we expect our people to operate and behave.

• Inclusion: Valuing the contribution from every individual, creating value for our customers
• Teamwork: Building effective working relationships, we accomplish more together
• Adaptability: Engaging positively with change to meet the needs of the business
• Taking Responsibility : Achieving our objectives and personal development
• Innovation & Expertise : Championing new ideas and sharing knowledge to solve industry problems
• Customer Focus : Building trusting relationships with our customers