Customer Services Administrator

Principal I Ltd; Horsham; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Induction and ongoing training

PD sponsorship

Career progression

AI and automation exposure

37.5 hours per week

23 days annual leave + birthday

Free onsite parking

Pension scheme

Eye care scheme

Job summary

Principal I Ltd in Horsham (On-Site) seeks an experienced administrator to oversee Managed Services and customer support operations. You will improve efficiency through automation, own key processes, and mentor colleagues as the function grows.

You’ll collaborate with multiple teams, manage data, and help deliver consistently excellent customer experiences while supporting continuous improvement and AI-powered initiatives.

Qualifications

• 2+ years' experience in service administration, service desk or managed services environment.
• Excellent organisational and time management skills.
• Strong customer service focus with an excellent telephone manner.
• Ability to prioritise multiple workloads whilst maintaining accuracy.
• Excellent attention to detail.
• Strong communication and interpersonal skills.
• A proactive, solution-focused approach.
• Confidence working with multiple systems and Microsoft Office.
• Strong IT literacy with an interest in AI, automation and process improvement.
• Experience analysing data and identifying trends.
• Ability to work collaboratively across departments.
• Confidence challenging existing processes and suggesting improvements.
• Experience supporting or mentoring colleagues would be advantageous.

Responsibilities

• Lead and oversee daily operational workflows across the Managed Services function.
• Manage and improve data collection processes from various sources.
• Monitor service usage trends and escalate issues proactively.
• Own the consumables and supplies process including forecasting and supplier coordination.
• Be a key stakeholder in digital ordering and automation system development.
• Champion process improvement for automation and better customer experience.
• Handle customer calls professionally with swift resolutions.
• Collaborate with internal teams and third-party suppliers to maintain delivery.

Skills

Organisational skills

Customer service

Time management

Communication skills

IT literacy

Data analysis

Cross-department collaboration

Process improvement mindset

Mentoring experience

AI & automation interest

Microsoft Office

Tools

Microsoft Office

Data analysis tools

Job description

Location: Horsham (On-Site)

Job Summary

Reporting to the Head of Services, you will play a key role in ensuring the smooth operation of the Managed Services and customer support functions, providing exceptional support to both customers and internal teams.

This is a varied role that combines customer service, operational coordination and continuous improvement. You will take ownership of key administrative processes, identify opportunities to improve efficiency through automation and AI, and help ensure our customers receive a consistently outstanding experience. As you become established within the business, there will be opportunities to take on additional responsibility, mentor colleagues and help shape the future development of the Managed Services function.

Personal Specification

• 2+ years' experience within a service administration, service desk or managed services environment
• Excellent organisational and time management skills
• Strong customer service focus with an excellent telephone manner
• Ability to prioritise multiple workloads whilst maintaining accuracy
• Excellent attention to detail
• Strong communication and interpersonal skills
• A proactive, solution-focused approach
• Confidence working with multiple systems and Microsoft Office
• Strong IT literacy with an interest in AI, automation and process improvement
• Experience analysing data and identifying trends
• Ability to work collaboratively across departments
• Confidence challenging existing processes and suggesting improvements
• Experience supporting or mentoring colleagues would be advantageous

Key Responsibilities

• Lead and oversee daily operational workflows, ensuring accuracy, consistency and efficiency across the Managed Services function.
• Manage and improve data collection processes, ensuring information from various sources is captured, validated and used effectively.
• Monitor service usage trends, identifying unusual patterns or potential issues and escalating proactively.
• Own the consumables and supplies process, including forecasting, supplier coordination and optimisation of ordering cycles.
• Act as a key stakeholder in the implementation and ongoing development of digital ordering and automation systems.
• Champion process improvement, identifying opportunities for streamlining, automation and enhanced customer experience.
• Handle customer calls with professionalism, ensuring swift resolution and excellent service.
• Collaborate with internal teams and third-party suppliers to maintain smooth operational delivery.

What Success Looks Like

• Become a trusted point of contact for our Managed Services customers.
• Improve operational efficiency through better processes and automation.
• Help reduce manual administration through continuous improvement initiatives.
• Deliver excellent customer service while maintaining high levels of accuracy.
• Contribute ideas that improve both customer experience and internal operations.

What we offer:

• Competitive salary based on experience
• Excellent induction and ongoing training
• Sponsored professional development and qualifications
• A supportive, collaborative working environment
• Genuine career progression opportunities within a growing technology business
• Opportunity to work with AI and automation technologies
• 37.5 hours a week, Monday-Friday.
• 23 days annual leave plus bank holidays + your birthday off
• Free onsite parking
• Pension scheme
• Eye care scheme