Customer Service Administrator

ISS Facility Services UK; Portsmouth; On-site; GBP 20,000 - 26,000; Full time

Job summary

ISS 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. You will manage service requests and communicate with customers and partners to sustain high satisfaction.

In a fast-paced environment you will maintain MyMCS, coordinate with site contacts and suppliers, and contribute to continuous improvement while delivering accurate administrative support.

Qualifications

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

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 escalate issues where necessary.

Skills

Verbal and written communication

Customer service orientation

Data entry accuracy

Telephone etiquette

Teamwork

Adaptability

Multitasking

Problem solving

Tools

MS Word

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 escalate issues where necessary.

About You

• 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].