Customer Service Administrator

Arjo; Gloucester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Holiday buy/sell scheme

Eye care vouchers

Cycle to work scheme

Perks app

Discounted gym memberships

Job summary

Arjo is seeking a Customer Service Administrator to join the busy Service Support team in Gloucester. You will manage end-to-end administration of customer service activities, act as central contact for queries, and support field service engineers, contract managers and data compliance to meet SLAs.

Key duties include logging service requests, monitoring orders, preparing quotes and maintaining asset data in ERP systems.

Qualifications

• Experience in customer-facing administration and service coordination.
• Ability to log and track service requests accurately within KPIs.
• Proficient in ERP/CRM systems and Microsoft Office tools.
• Strong communication skills and professional telephone manner.
• Organised, detail-oriented and able to meet deadlines.
• Collaborative team player with a proactive approach.

Responsibilities

• Process customer service requests via email/phone and log orders within KPIs.
• Monitor service, repair and maintenance orders and chase parts/engineer attendance.
• Respond promptly to calls, emails and back-office tasks.
• Prepare quotes for repair work and spare parts per contract terms.
• Maintain customer asset data in ERP systems, incl. serial numbers/locations.
• Manage/update third-party service portals and share knowledge with colleagues.
• Develop product knowledge to support first-line triage and assist teammates.

Skills

Customer service

Organisational skills

Time management

Communication skills

Team player

Attention to detail

Telephone manners

Tools

SAP

Salesforce

Microsoft Office

Job description

We are looking for a Customer Service Administrator to join our busy Service Support team in Gloucester. This is a key role supporting customers, field service engineers and internal teams to ensure repairs, planned maintenance and service requests are delivered efficiently and in line with agreed service levels. You will be responsible for the end-to-end administration of customer service activities, acting as a central point of contact for customer queries and service requests. Working closely with Field Service Engineers, Contract Managers and the Data Compliance team, you will help ensure SLAs and compliance requirements are consistently met. Key Duties and Responsibilities:

• Process customer service requests received via email and telephone, accurately logging service, repair and spare parts orders within agreed KPIs
• Monitor service, repair and maintenance orders, proactively chasing parts and engineer attendance where required
• Respond professionally and promptly to incoming calls, emails and back-office tasks
• Prepare and process customer quotations for repair work and spare parts in line with contract terms
• Maintain accurate customer asset data within ERP systems, including serial numbers and locations
• Manage and update third-party service portals
• Build strong product and company knowledge through training to support first-line triage
• Share knowledge, best practice and support colleagues as required
  You will be highly organised, customer-focused and comfortable working in a fast-paced environment. You'll bring:
• Excellent customer service skills and a professional telephone manner
• Strong organisational and time-management skills with the ability to meet deadlines
• Good working knowledge of Microsoft Office (Excel, Outlook and Word)
• Experience of ERP and CRM systems (such as SAP and Salesforce)
• Clear written and verbal communication skills
• A proactive, self-motivated and team-focused approach
• High attention to detail and the ability to work accurately under pressure
  Collaborative Environment: Thrive in our open-plan office where teams share knowledge and experience.

Long Service Awards: Many of our team members have long service, reflecting our supportive and rewarding work environment. Additional Perks: Benefit our holiday buy and sell scheme, eye care vouchers, a cycle to work scheme, a perks app, discounted gym memberships, and more! Why Diversity Matters To Us At Arjo, we believe in the power of diversity. We strongly encourage applicants from all parts of society, which means building a more diverse, equitable, inclusive and engaging environment - not only in the workplace, but also within the communities that we serve, work in and live in. We achieve this through a culture and mind-set that values the uniqueness of all our people. Arjo is proud to be Disability Confident Committed, demonstrating our dedication to inclusive employment practices. If you require any reasonable adjustments for the interview please do request via the application process. We have pledged to the Armed Forces Covenant, supporting those who serve or have served in the armed forces. As a member of the Mental Health Charter, we are committed to promoting mental well-being in the workplace. Additionally, we are honoured to be recognized as a Great Place to Work for 2025 and 2026, reflecting our commitment to creating a positive and rewarding workplace for all. At Arjo, we believe that empowering movement within healthcare environments is essential to quality care. Our products and solutions are designed to promote a safe and dignified experience through patient handling, medical beds, personal hygiene, disinfection, diagnostics, and the prevention of pressure injuries and venous thromboembolism. With over 6500 people worldwide and 65 years caring for patients and healthcare professionals, we are committed to driving healthier outcomes for people facing mobility challenges.