Customer Service & Operations 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

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.