Customer Service/Administrator

Mulberry Recruitment Ltd; Guildford; On-site; GBP 24,000 - 28,000; Full time

Job summary

Mulberry Recruitment Ltd is seeking a Customer Service/Administrator in Guildford to support the delivery of planned and reactive maintenance work. You will handle calls, schedule jobs, manage data accuracy, and maintain back-office processes within a busy team.

The role emphasizes strong communication, proficient IT skills, and the ability to prioritise tasks in a fast-paced environment while delivering excellent customer service.

Qualifications

• Experience in busy customer service, administration or scheduling.
• Proficient with Microsoft Word, Excel and Outlook.
• Experience with scheduling software is advantageous.
• Experience in facilities management, social housing maintenance or building services is preferred.

Responsibilities

• Answer calls and respond to queries from customers and clients by telephone and email.
• Load and manage the full lifecycle of jobs using ServicePro scheduling software.
• Carry out ServicePro housekeeping to ensure jobs are progressed and closed for invoicing.
• Plan reactive and routine maintenance visits using scheduling software.
• Liaise with Managers, Supervisors and Engineers regarding workloads and job requirements.
• Assist the Contract Manager and team with contract queries and Excel reporting.
• Assist with preparation of quotes, estimates and valuations.
• Ensure all administration is completed accurately and efficiently.
• Manage a busy workload and prioritise tasks to meet deadlines.
• Provide professional and high level customer service at all times.

Skills

Customer service

Administration

Scheduling

Microsoft Word

Excel

Outlook

Communication skills

Data entry

Time management

Teamwork

Tools

ServicePro

Job description

Customer Service/Administrator
Salary: £24,000 - £28,000
Job Type: Full-time, Permanent
Location: Guildford
Hours: Full Time
Monday to Friday, alternating shifts:
Week 1: 08:00 - 17:00 (1-hour lunch)
Week 2: 09:00 - 18:00 (1-hour lunch)

About the Role

My client is a privately owned Building Services Company providing design, installation, maintenance and repair services across domestic and commercial plumbing, heating, hot water, gas, air conditioning and electrical systems. Due to continued expansion, they are looking for an experienced Customer Service/Administrator to join their busy team. This is a key role within the business, supporting the successful delivery of planned and reactive maintenance work, as well as the installation of domestic heating systems within the social housing sector. The successful candidate will be responsible for handling calls from clients, residents and engineers, planning and scheduling work, managing job information and ensuring that all back-office processes are organised, accurate and completed efficiently.

Key Responsibilities

• Answering calls and responding to queries from customers and clients by telephone and email
• Loading and managing the full lifecycle of jobs using ServicePro scheduling software
• Carrying out ServicePro housekeeping to ensure jobs are progressed and closed correctly for invoicing
• Planning reactive and routine maintenance visits using scheduling software
• Liaising with Managers, Supervisors and Engineers regarding workloads and job requirements
• Assisting the Contract Manager and wider team with contract queries and Excel reporting
• Assisting with the preparation of quotes, estimates and valuations
• Ensuring all administration is completed accurately and efficiently
• Managing a busy workload and prioritising tasks to meet deadlines
• Providing a professional and high level of customer service at all times

Key Skills & Experience

• Previous experience working within a busy customer service, administration or scheduling environment
• Strong experience using Microsoft Word, Excel and Outlook
• Previous experience with scheduling software would be highly advantageous
• Ideally, experience within the facilities management, social housing maintenance or building services sector
• Excellent verbal and written communication skills
• Confident and professional telephone manner
• Strong customer service skills
• Good data entry speed and accuracy
• Excellent organisation and time management skills
• Ability to prioritise workload effectively within a busy office environment
• Ability to work confidently both independently and as part of a team
• Strong attention to detail
• Comfortable dealing directly with clients, representatives, customers and engineers
• Ability to remain calm and work effectively under pressure