Customer Service Administrator

ISS UK Limited; Portsmouth; On-site; GBP 21,000 - 27,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Communication skills

Active listening

Customer service

Data entry

Microsoft Word

Microsoft Excel

Organisational skills

Team player

Problem solving

Tools

MyMCS

ID&V

Job description

We are seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems.

The successful candidate will ensure jobs are accurately logged, prioritised and processed in line with agreed service levels while delivering a professional and customer-focused service.

Job Description

We are looking for an organised and adaptable individual with strong communication and administrative skills who can work collaboratively with clients, contractors, suppliers and internal teams.

This role requires a proactive approach to resolving issues, maintaining system accuracy and supporting the delivery of high-quality service standards.

Key Responsibilities

• 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.

Professional and Personal Competencies/Qualifications

• Excellent communication, active listening and customer service skills.
• Confident and professional telephone manner with strong complaint-handling abilities.
• Accurate and efficient administration and data entry skills.
• Strong organisational, multitasking and problem-solving abilities.
• Effective team player with a self-motivated and adaptable approach.
• Quick learner with the ability to work across multiple systems.
• Flexible and able to adapt working patterns to meet business needs.
• Good working knowledge of Microsoft Word and Excel.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.