Customer Service Administrator

ISS Facilities Services; Portsmouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading facilities management company is seeking a Customer Service Administrator in Portsmouth. The role involves managing Helpdesk requests, maintaining accurate data in the CAFM system, and providing excellent customer service. Ideal candidates will possess strong communication skills and a customer-oriented mindset. This is a permanent position with a full-time commitment.

Qualifications

• Strong active listening skills and confident communication.
• Accurate data input with attention to detail.
• Experience in providing excellent customer service.

Responsibilities

• Action Helpdesk requests by phone, email, or online.
• Process all jobs in line with agreed SLAs.
• Maintain the CAFM system with updated data.
• Liaise with site contacts for job closure.
• Manage customer complaints professionally.

Skills

Active listening skills

Verbal and written communication

Data input accuracy

Customer service orientation

Complaint handling experience

Professional telephone manner

Team work

Flexibility

Microsoft Excel

Microsoft Word

Job description

Overview

Customer Service Administrator – Location: Portsmouth, PO6 4RS • Hours of Work: 40 • Contract Type: Permanent

We are looking for an organised and customer-focused Customer Service Administrator to join our 24/7/365 Service Centre. This is an excellent opportunity to work in a supportive team within a great environment, playing a vital role in delivering high-quality Helpdesk services.

Responsibilities

• Action Helpdesk requests received via telephone, email or online system
• Process all jobs in line with agreed SLAs and priority response times
• Administer and maintain the CAFM system, ensuring data is accurate and up to date
• Liaise with site contacts to ensure timely closure of jobs
• Keep customers informed of job progress and any delays in a professional, courteous manner
• Manage complaints efficiently, ensuring clear and professional communication with all parties
• Provide clerical and administrative support, including mailbox management, satisfaction surveys, meeting room reports, courier requests and ad hoc tasks

Professional and Personal Competencies / Qualifications

• Strong active listening skills with confident verbal and written communication at all levels
• Accurate and efficient data input with good attention to detail
• Excellent customer service orientation, including experience in complaint handling
• Confident and professional telephone manner
• Enthusiastic and effective team player with a flexible approach
• Ability to adapt working patterns to meet business needs
• Working knowledge of Microsoft Excel and Word

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, we 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. At ISS, everyone has the opportunity to develop, grow and make a difference.

#ISSGreatPeople #ISSTalent #PeopleMakePlace

Diversity and Inclusion

ISS is proud to be a diverse and inclusive employer. We welcome all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

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.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing: [e-mail]