Customer Service Administrator

ISS; Tipner; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading facility services company is seeking a Customer Service Administrator in Tipner, UK. The role involves responding to enquiries, managing Helpdesk requests, and maintaining customer satisfaction through accurate data handling and professional communication. Ideal candidates will have strong active listening skills, customer service experience, and proficiency in Microsoft applications.

Qualifications

• Strong active listening skills with confident verbal and written communication.
• Accurate and efficient data input with good attention to detail.
• Excellent customer service orientation, including experience in complaint handling.

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.

Skills

Active listening skills

Customer service orientation

Data input accuracy

Conflict resolution

Team player

Microsoft Excel

Microsoft Word

Job description

Overview

With a strong focus on customer care, the Customer Service Administrator will respond professionally and courteously to every enquiry, accurately prioritising requests based on health, safety and business-critical needs. You\'ll also support continuous improvement by maintaining KPI and quality standards, achieving high levels of customer satisfaction and ensuring efficient management of complaints.

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

Qualifications / Skills

• 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
• Disability Confident

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.