Customer Service Administrator

ISS Facility Services UK; Portsmouth; On-site; GBP 21,000 - 26,000; Full time

Job summary

ISS Facility Services UK is seeking a Customer Service Administrator to support a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and in line with agreed service standards. The successful candidate will maintain high levels of customer satisfaction through accurate management of service requests and effective communication with customers and service partners.

In a fast-paced environment, you will handle inquiries, maintain MyMCS and ID&V systems, and contribute to

Qualifications

• Excellent verbal and written communication skills.
• Strong data entry accuracy and attention to detail.
• Customer-focused approach with experience handling inquiries and complaints.
• Confident and professional telephone manner.
• Ability to work effectively as part of a team.
• Flexibility to adapt to changing requirements.
• Strong organisational and multitasking abilities.
• Good working knowledge of Word and Excel.
• Able to learn new systems and processes quickly.
• Proactive, self-motivated approach to work.
• Familiar with problem-solving techniques.

Responsibilities

• Action Helpdesk requests via telephone, email and online channels.
• Ensure all jobs are processed in line with SLAs and priority times.
• Maintain and update the MyMCS system with accurate information.
• Liaise with site contacts, suppliers and partners for timely completion of work.
• Process client self-service requests and update the ID&V system as required.
• Support the telephony team by handling calls and recording service requests.
• Provide admin support including email management, satisfaction surveys, meeting room reports, courier requests.
• Monitor service performance and escalate complaints when needed.

Skills

Customer focus

Data entry accuracy

Communication

Telephone manner

Team player

Organised multitasking

MS Word

MS Excel

Learn quickly

Problem solving

Tools

MyMCS system

ID&V system

Microsoft Word

Microsoft Excel

Job description

We are seeking a Customer Service Administrator to support the effective operation of a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and in line with agreed service standards. The successful candidate will play a key role in maintaining high levels of customer satisfaction through the accurate management of service requests and effective communication with customers and service partners.

We are looking for a customer-focused individual with strong administrative and communication skills who can work collaboratively within a fast-paced environment. This role offers the opportunity to contribute to service excellence, support continuous improvement initiatives and ensure service level agreements and quality standards are consistently achieved.

Key Responsibilities

• Action Helpdesk requests received via telephone, email and online channels.
• Ensure all jobs are processed in line with agreed SLAs and priority response times.
• Maintain and update the MyMCS system, ensuring information is accurate and current.
• Liaise with site contacts, suppliers and service partners to ensure timely completion of work requests.
• Process client self-service requests and update the ID&V system as required.
• Support the telephony team by handling incoming calls and accurately recording service requests.
• Provide administrative support, including managing email inboxes, customer satisfaction surveys, meeting room booking reports and courier requests.
• Monitor service performance, manage complaints professionally and elevate issues where necessary.

About You

To be successful in this role, you will demonstrate:

• Excellent verbal and written communication skills.
• Strong data entry accuracy and attention to detail.
• A customer-focused approach with experience handling customer queries and complaints.
• A confident and professional telephone manner.
• The ability to work effectively as part of a team.
• Flexibility to adapt to changing business requirements.
• Strong organisational and multitasking abilities.
• Good working knowledge of Microsoft Word and Excel.
• The ability to learn new systems and processes quickly.
• A proactive, self-motivated approach to work.
• Familiarity with problem-solving techniques.

About ISS

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Through a combination of intelligent solutions, high standards and people who care, ISS helps customers achieve their purpose across diverse sectors including healthcare, business, transport and public services.

At ISS, people are at the heart of everything we do. We offer rewarding career opportunities where individuals are supported to develop, grow and make a meaningful difference.

Inclusion and Diversity

ISS is proud to be a diverse and inclusive employer and welcomes applications from all backgrounds. We are committed to creating a workplace where everyone can be themselves and reach their full potential.

As a Gold Employer Recognition Scheme award holder, a signatory of the Armed Forces Covenant and a Disability Confident Committed (Level 2) employer, we actively support veterans, reservists, military families and individuals with disabilities through inclusive recruitment and career development practices.

If you have any questions regarding this role, please contact the Resourcing Team at [e-mail].